How to handle agents online/offline status for Live Agent

[johndoh]

For me I created a script variable called agent_online:

(function execute() {
if (vaSystem.isLiveAgentAvailable()) {
return true;
} else {
return false;
}
})()

After the variable has been created Agent Online branch condition is (Screenshot below):

(function execute() {
return vaVars.agent_online == true;
})()

While on the Agent offline branch condition is (Screenshot below):

(function execute() {
return vaVars.agent_online == false;
})()

Then finally the Connect To Agent Script Action a few steps under short description, I added a deflection pattern for example, from the image above:

(function execute() {
if(vaSystem.isLiveAgentAvailable()) {
vaSystem.connectToAgent();
}
})()

[johndoh · Accepted solution]

No solution needed

[Curtis_Myers1]

Is this a custom flow or a modified out of the box flow, i am looking for a similar solution?

We arelooking into an after hours response, a no agents available and an assign to an agent.

Not sure if it is possible, if no agents are available but in business hours, have the chat wait and a few seconds and try again to assign to an agent. 

[johndoh]

Hello Curtis,

This is a custom flow based on the OOB version of the Live Support topic.

As to the other part, if live agent is available but all busy, they will wait in queue automatically based on your AWA configurations concerning capacity. 

Hope that helps,

John