Records are not getting created in 'Chat Queue Entry' Table while conversation was accepted by Agent

[swaroop]

Hello All,

While Agent accepts the conversation or after the conversation completed between Agent and user from Chat Bot, Records are not getting created in 'Chat Queue Entry' Table, can any one suggest me why the records are not getting created.

Thanks & Regards,

S.Swaroop.

[Carmen Pesce]

Hi, 
we're you able to solve?
Thanks!

[Bartosz Glowac1]

Hi,

I've got the same issue in my instance (Yokohama release).

In chat window Live support is being called, chat is being redirected via proper queue to the agent from group specified, agent receives the notification and may decide about receiving the call or not, but whether he receive this call or not, it doesn't matter, I do not see any record being created in chat_queue_entry table. 

I would expect the record to be created at the moment when the end user chooses a call with Live Agent .

I would like to report on wait time also when the call is not yet answered by the agent. 

I see that record in interaction table is created, however wait_time calculation there is triggered once it goes to WIP state, but I would like to know about the wait_time earlier. I have read that chat_queue_entry records have this info about wait time for the chat call being answered by the agent in some kind of "live" way, so the time is elapsing and one may read it even the call is not yet answered, it is just rising second by second, I hope that this is the case.

How I can check/track the logic that stays behind chat_queue_entry record creation to verify why the record is not being created at all?

I have admin role, ACLs on the table are with admin override role, there is no query BR there, so if it is empty then I assume no record has been created.

Thanks,

Bartosz