Routing to you live agent

sidhu rs
Tera Contributor

‎10-10-2023 10:08 PM

Hi All,

In Virtual agent ,live agent support is available to assist you or chat with you. However, when users attempt to connect with a live agent, they encounter an issue where it continually displays 'Routing you to live agent' in an endless loop.

 

Could anyone please help on this?

 

Regards,

Sidhu.

0 Helpfuls
  • 556 Views
5 REPLIES 5

RaghavSh
Kilo Patron

‎10-10-2023 10:30 PM

Did you setup the live agent queue?

Follow the OOB SN article and check : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743849 


Raghav
MVP 2023
0 Helpfuls

sidhu rs
Tera Contributor
In response to RaghavSh

‎10-11-2023 02:04 AM - edited ‎10-11-2023 02:55 AM

Hi @RaghavSh ,
I tried to open the virtual agent the Instance option is not allowing to me open that. And the given KB article by you is for londan & Madrid Versions. Can we use this KB for Utah version also?

 

Below is the attachment, which is not allowing me to open
VA.png

 

Regards,

Sidhu.

0 Helpfuls

RaghavSh
Kilo Patron
In response to sidhu rs

‎10-11-2023 02:11 AM

you can find the instance options in widget in stance table as well.

I have not tried this in UTAH but it should work.


Raghav
MVP 2023
0 Helpfuls

sidhu rs
Tera Contributor
In response to RaghavSh

‎10-11-2023 02:54 AM - edited ‎10-11-2023 02:57 AM

Hi @RaghavSh ,
Thanks for your input, I have tried the above suggestion but it was not working.

 

Regards,
Sidhu.

0 Helpfuls