Regarding Live Chat Error

[rutujalande]

Hello,

Require assistance with user signing to live chat and showing the status as available and then kicking it out after short time later with no warning or notice putting the user offline again. 

[Tanushree Maiti · Accepted solution]

Hi @rutujalande 

1. Refer KB: KB1064473 Live agent state is switching to offline very quickly from available 

Resolution

To resolve this, the customer needs to edit this state field to Offline(or any valid state for that matter). Post that, any change on agent's state will be reflected and persisted.

2. KB1001541 In Agent chat, Agent is not setting offline automatically even though agent is inactive mo... 

Resolution

The agent presence state is not dependent on AMB. Once an agent is set to Available, even if the agent remains inactive for more than 90 seconds, the network may continue sending requests to the server indicating that the agent is still available. Each time a request is made, the timestamp in the "awa_agent_presence_query_history" table is updated in the "updated" field.

The scheduled job "AWA - Set Inactive Agents Offline" runs every minute and checks the "updated" field in the "awa_agent_presence_query_history" table. If the value in that field has not been updated for more than 90 seconds, the agent's presence status is automatically set to Offline.

3.KB0830838 Agent status is automatically switching to Online after timeout of the incoming chat 

Resolution

If you would like to retain the presence state selected by the agent when the work item is assigned, keep the 'After Timeout presence' empty else, you may select the required presence state as per your requirement.

4. Refer KB :KB1644122 Live Agent Shows Not Available Although Agent Is Availabl 

Resolution
1- Go to Chat Setup
2- Replace these entries with Agent Workspace:
- CSM Fulfiller UI
- HR Fulfiller UI
- ITSM Fulfiller UI
- Global Fulfiller UI
3- Do cache.do
4- Try again and that must resolved the issue

5.check this post:https://www.servicenow.com/community/virtual-agent-nlu-forum/live-chat-automatically-abandoned-once-...