Chat getting closed abandoned even if agents are available and end user waits for the response

[Mayura1997]

Hi All,

Chat getting closed abandoned even if agents are available and even end user waits for some duration to get response from the agent.

Below points are what i understood from the docs, but even if user is waiting for some time, chat getting closed abandoned

Dashboard message: User closed LA - before Agent engagement -- Requester chose to be routed to a live agent, but closed the conversation (selecting + End) before an agent was assigned.

state : Closed Abandoned

state reason : Left Before Engagement

Can anyone please help me what am i missing.

Thanks in Advance

[SatyakiBose]

Hello @Mayura1997 

Is the advanced work assignment plugin activated in the instance?

Based on the scenario it seems that the live agent is not receiving the incoming chat requests at their end.

If AWA is being used, I would suggest you to check the below dependencies:

1. Are you using the OOB Chat Service Channel?
2. Check the service channel condition & Utilization condition are defined correctly. It should ideally be as below: 
3. Check the queue & Work item routing condition.
4. Check the Assignment Eligibility & Assignment Rule
5. If these are configured correctly, you would see an entry in awa_work_item. If the work item is getting created, then the service channel is correctly configured. Now you should also see the assignment rule that will be routing the work item. If no assignment rule is showing up, you need to check the 3 & 4.

   

   Now if the work item is getting created but not getting routed, it will eventually get timed out because of no activity or response, as the agent has not got the chat on their side.

   Hope this helps.

    

[shaa066]

What can be the reason that the agent is not getting the chat even if they are online and have the capacity?

[snowdev8]

Did you find an answer for this

[SatyakiBose]

This KB article should help you fix this : Demystifying Advanced Work Assignment (AWA)