I want to show message if All agents are busy in Virtual agent after 2 minutes. Is this possible? Do we have any property to set this time value?

Prabhati Ghuge1 · ‎09-17-2020

Ankur Bawiskar · ‎09-17-2020

@prabhati

It is not possible to configure this.

How would you know if agent is not available?

The option of contact live agent is available only during the Schedule you define.

So it is the responsibility of the chat queue group members to accept the incoming chat request.

This is the customer/business problem and not configuration issue.

If the user is waiting for long time they can close the chat or interact with the VA on another topic.

There is some workaround for this. Refer link below whether it would work for you

Agent Chat - Assign Interaction to all agents (First come / First Serve) or Restart Queue?

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Chris D · ‎01-27-2021

This isn't the most user-friendly, but yes, this is effectively possible in Orlando. Personally, I would avoid using it unless really necessary and you are very delicate about how to handle and word it because it can make a jarring user experience.

Each AWA Chat queue (not Connect Support) has a Max Wait Time. Set this value to whatever you want, say 5 minutes, and after 5 minutes it will abruptly close/cancel the chat/interaction and display the 'No Agents Available Message', which note is defined in the Chat Setup and applies to ALL queues:

This is what it ends up looking like (don't mind the mismatched wording - they're different instances):
(fyi the icon on this message is the profile picture of the 'System Administrator' Live Profile - you have to customize it separately from the VA icon)