"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.

     

[Tim Gruidl]

At the time, I think the response is that ServiceNow does not want to support other providers and will not do anything to help support this unfortunately.

[Ashutosh Munot1]

HI,

Do you have interaction role as well. Give that role and try.

Thanks,
Ashutosh

[T_Prashaanth]

The agent has interaction_agent role but still the accept/reject option does not come up. But one thing is that in the work item a record is being inserted with the appropriate  chat queue name with state as in queued

[T_Prashaanth]

Try adding vsSystem.connectToAgent(); in the virtual flow designer while invoking the queue and also add interaction_agent , agent _workspace_user n awa_agent role.

[Adrian Herdan]

This fixed my issue.

On awa_queue record (awa_queue.do), under the Routing Condition section, check the "Define condition here" checkbox and leave everything blank.

Also, make sure that the agent has the awa_agent and workspace_agent roles as well.