"No Chat Agents Currently Available" when using Agent Workspace as fulfiller UI

[Tim Gruidl]

Hello,

I am trying to use the Agent Workspace as a the fulfiller UI for chats from Service Portal. It works when I use Connect Support as the fulfiller UI, but when I set the options in Chat Setup to Agent Workspace, the chat displays "No Chat Agents Currently Available" and I cannot connect. I have my Support Agent account (with roles awa_agent and workspace_agent) open in Agent Workspace with "Available" selected in the inbox tab, so I should be able to see any incoming requests, but none are received.

Here are (hopefully all) of the relevant settings I have configured as well as the results displayed when trying to connect to an agent. Please let me know if you see anything that needs to be changed or if there is any further information I can supply about my configuration.

Thank you.

     

[Tian Ye]

Hi Tim, your configuration looks correct.
Two common causes for this could be 1. no agent has the capacity to accept a new chat 2. no agent is available on chat channel

Can you provide the details about the records in awa_agent_presence table(the table stores the agent's presence state), awa_agent_channel_availability table(the table stores the agent's channel availability) and awa_agent_capacity table(the table stores the agent's capacity, please include capacity and capacity in use)?

[Tim Gruidl]

Thank you for your response. Here are the values in the tables when I am signed into Agent Workspace as my Support Agent account. I tried changing value "(empty)" on awa_agent_capacity to "5" and "100" and neither made any difference from the point of view of another user signed in to Service Portal.

[Chris Gillett]

Hi,

Was there a resolution to this as I seem to be having the same issue.

Thanks

Chris

[T_Prashaanth]

Anybody found a fix for this ? I'm also facing the same issue