How to handle if no agent is accepting the request?

[Mrigank Gupta]

A case when a user raised a request for Live chat and no agent is accepting the request even though they are available. How to handle this sceanrio because even in this case, the virtual agent window will keep showing the message - "Routing you to a live agent...".

Can we set any timeout in this case?

I am not using connect chat here. Instead of it, I am using Agent workspace.

[Snehal Pawar]

Navigate to one of the following modules: SM application] > Open - Unassigned for a list of requests that no one is assigned to. [SM application] > All [SM application] Requests for a list of all open requests, regardless of their current assignment. Open the request you want to assign. In the Assignment group field, enter the group that handles this kind of request. If no groups are available, leave this field blank. To look up the assignment group, click the reference lookup icon () beside the Assignment group field. Note: You do not have to select an assignment group, but doing so limits the users you can assign the request to. In the Assigned to field, enter the agent to handle this request. To look up an agent, click the reference lookup icon () beside the Assigned to field. Note: If one was selected, the users in the search results are limited to the users in the Assignment group. Click Update. An email notification is automatically sent to the assigned agent when email notifications are set up for the instance. Please mark it correct or helpful if it answers to your question

[Mrigank Gupta]

Hi Snehal,

Actually, My case when all the agents are busy or not accepting the request then the end user should get the mssage that no agents are available/approachable. Please try later"

[Jeff Currier]

How do you know the agent isn't about to hang up the phone and accept the call?  I don't understand why you want want the to "try later"  They can either keep waiting, or do something else.  Nothing is stopping them from leaving the chat without you telling them to leave.

[Jeff Currier]

If agents are available, they should be accepting the chat.  That sounds more like a business or management problem than a problem with configuration.  If the wait is too long, the end user can do something on their own, but I don't think you want to time this out.  If there is an agent available, then can wait, or do something else with the Virtual Agent.  Also, management can monitor the queue wait times, or you can set scheduled for the live queue, so that if someone isn't available, they don't wait.

I am a little configured when you say you are not using connect chat.  It sounds like you are in the first part, or is this Legacy Chat???