Hi,
How to move live chat session to other online agent or disconnect live chat session?
I found that the agent can't accept live chat within time but the end user chat still display "Routing you to a live agent..."
1. To disconnect the user after a certain amount of waiting time, set the Max Wait Time for each respective AWA chat Queue. The default 0:00:00 setting indicates no max, so it will allow the user to wait forever unless they leave themselves.
2. At the bottom of the queue, one option for you to use to help manage chats is Assignment Eligibility. This example shows the bare minimum of one entry, but if you have a catch-all chat group, you can set them as a second Assignment Eligibility, eligible after a minute or two, to provide backup to the main group(s).
3. In case you hadn't picked this one up, I always share my best practice to go into Reject Reasons and set the "Timeout" reason Reassignable = True. While this isn't necessarily universal, it's a good idea to start with this setting which allows a work item (chat) to loop through the queue.
The simple example: you have one available agent and they accidentally miss the chat (notification). By default, when the timeout is reached, the chat becomes stuck forever (unless you have a max wait time) and you have no idea. With this setting, when the timeout is reached, the chat reappears in that agent's inbox, notifying them again and giving them another chance to pick up the chat. It's still a good practice to have a max wait time in this case, but it's really just a last-ditch fallback.
1. To disconnect the user after a certain amount of waiting time, set the Max Wait Time for each respective AWA chat Queue. The default 0:00:00 setting indicates no max, so it will allow the user to wait forever unless they leave themselves.
2. At the bottom of the queue, one option for you to use to help manage chats is Assignment Eligibility. This example shows the bare minimum of one entry, but if you have a catch-all chat group, you can set them as a second Assignment Eligibility, eligible after a minute or two, to provide backup to the main group(s).
3. In case you hadn't picked this one up, I always share my best practice to go into Reject Reasons and set the "Timeout" reason Reassignable = True. While this isn't necessarily universal, it's a good idea to start with this setting which allows a work item (chat) to loop through the queue.
The simple example: you have one available agent and they accidentally miss the chat (notification). By default, when the timeout is reached, the chat becomes stuck forever (unless you have a max wait time) and you have no idea. With this setting, when the timeout is reached, the chat reappears in that agent's inbox, notifying them again and giving them another chance to pick up the chat. It's still a good practice to have a max wait time in this case, but it's really just a last-ditch fallback.
