Hi All,
I have a Topic (screenshot below) that has two paths out of which one for non-itil users progresses when no agents are available and creates incident. Issue is, Agents are available but not accepting chats and thus it is considering it as Agents available and ending topic. I need a condition that I can put for say Chat not accepted or rejected that when agent is not connected to user should route to creating an incident.
No agent available script:
