Chat Conversation in Limbo, if a queue has 2 agents, first one Rejects and the 2nd one times out.

Amego1 · ‎02-11-2022

So have I have small chat queue with only 2 agents at any given time. Testing the Agent Chat setup, I had the first Agent reject and then had the 2nd agent timeout and automatically get set to 'Away'. The customers chat window was stuck on 'Routing you to a live agent' and didn't change.

I had the 2nd agent toggle back to Available, but was not prompted to pickup the chat.

Thus the conversation appears to be in a abandoned, anyone else seen this?

Chris D · ‎02-11-2022

Yes, that's right.

(Well, it's not necessarily good behavior, but it is sadly how it works ootb.)

Go to Reject Reasons and under "Time out", set Reassignable = True:

I don't know why it's false by default - leading to limbo chats like you see - but flipping it to true will allow the chat to loop infinitely/until the max wait time. This is imperative if there's only one agent on the queue, but pretty important all the time in my opinion. Max wait time is also very important and I'd advise you use them on your queues unless you have a good reason not too.

While you're there, feel free to flip other reject reasons to Reassignable = true as well, because you will run into the same situation if an agent manually rejects the chat using any of those reasons. If there's only one agent available and they don't realize it, they might reject the chat for whatever reason and unknowingly put the user into limbo. At least if the status was reassignable, then they'd see the chat reappear in their inbox immediately after rejecting it, signaling to them that they're the only one available. They can continue rejecting it, or they can ignore it and let it time out and reach its max wait time - or maybe they can reach out to a teammate to log on and pick up the chat. Better to give them options instead of taking them all away.

View solution in original post

Ct111 · ‎02-11-2022

Hello check point 3 and point 6 from the below Servicenow support article

link : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0787998

This might help you in indentifying the issue . If these two points doesn't help just check the whole set of points just to verify the setup.

Mark my Answer as CORRECT and Helpful if it helps

Chris D · ‎02-11-2022

Yes, that's right.

(Well, it's not necessarily good behavior, but it is sadly how it works ootb.)

Go to Reject Reasons and under "Time out", set Reassignable = True:

I don't know why it's false by default - leading to limbo chats like you see - but flipping it to true will allow the chat to loop infinitely/until the max wait time. This is imperative if there's only one agent on the queue, but pretty important all the time in my opinion. Max wait time is also very important and I'd advise you use them on your queues unless you have a good reason not too.

While you're there, feel free to flip other reject reasons to Reassignable = true as well, because you will run into the same situation if an agent manually rejects the chat using any of those reasons. If there's only one agent available and they don't realize it, they might reject the chat for whatever reason and unknowingly put the user into limbo. At least if the status was reassignable, then they'd see the chat reappear in their inbox immediately after rejecting it, signaling to them that they're the only one available. They can continue rejecting it, or they can ignore it and let it time out and reach its max wait time - or maybe they can reach out to a teammate to log on and pick up the chat. Better to give them options instead of taking them all away.