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.

[andy_dufresne]

Hello,

I have the same issue, anyone able to solve this, please?

Thank you!

[Dave Vreeland]

I understand the issue...if none of the agents accept the chat (they either reject it, or it times out), the user is left with the "Routing you to a live agent..." message forever. There is no way in Agent Workspace for an agent to pick up a chat that they have already rejected, (as far as I know). So to the user, this is not a very good experience.

I was thinking about putting a scheduled job on the Interactions table that looks for state=New interaction records that have been open for more than 2 min (pick your own value) and then auto set the state to "Closed Abandoned".  Once that is done, the user gets the message, "There are no agents available at the moment. Please try again later.". This will at least give the user a timeout.

[Sam190]

Hi Davev!

I had this issue before and I think you could utilize my solution. In this solution, when the user chat goes through all the agents after time-out or refusal, it would restart the queue for the user and send the request back to the first agent. This also works if a new agent becomes available and the user is still stuck in queue.

e.g: Abel Tuter receives the chat request, but does not accept it; it transfers it to the second agent. The second agent does not accept it; it transfers back to Abel Tuter after a small delay (20-30 seconds). 

This has been done in Madrid and do not know if it will work in Orlando but it should.

You can find my full process and scripts here: https://community.servicenow.com/community?id=community_question&sys_id=3dc2d263dba384d4feb1a851ca96...

Hope this helps!

Thanks.