Virtual Agent-No Available Agents Message to the user however live agents are available

[Laura Dale]

When a number of live agents are available ready to take VA chats, users periodically get a message stating "No Available Agents"  

[AnubhavRitolia]

Hi @Laura Dale 

Its not based on the availability of Live agents but Agents need to accept the Live agent Request. If no Agent accept it and time passes, it will show as 'No agent Available' message.

[Laura Dale]

Thank you AnubhavRitolia

A follow up question is do you know if there is a system setting where we can set the time that passes so that we allow more time to accept?

[AnubhavRitolia · Accepted solution]

Hi @Laura Dale 

Wait Response Time can be changed in Chat Setup record. sys_cs_live_agent_setup

[Community Alums]

Hi Laura,

It may be due to below 2 condition:

1. Capacity of the agent - If all agent is working on max capacity then it will shown agent not available 

2. No agent accept the Live agent Request and the timeout pass.

For changing the timeout pass - advance work assignment > queue > max. wait time

For changing the capacity - advanced work assignment > Service channel > default capacity 

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