Live chat is not getting assigned to the available agents
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‎01-08-2025 03:55 AM
I am facing a issue, live chats waiting in the queue are not getting assigned to the available agents and are getting abandoned.
this is happening only for few chats, some chats are getting assigned and some are not getting assigned to the agents and its showing as timeout.
What can be that reason?
I have checked everything, some are disqualifies from service channels but some abandoned chats are showing timeout though it was not offered to any available agents.
Please help me.
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‎01-09-2025 02:06 PM
Sounds like the queue is crazy busy, meaning a lot of chats waiting. Have you increased the timeout setting? At one point we had to increase ours to 4 hours. It was insane!!!
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‎01-10-2025 07:22 PM
No, I haven't increased the timeout its 6 minutes
but here the chats gets abandoned and on the end user side it shows that there was no available agent present at the moment.
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‎01-21-2025 09:29 AM
Hi, I had the same issue and opened a case. Here is what I learned:
Our AWA configuration is pretty basic so the support engineer suggested that it might be an agent error.
An interaction creates a AWA work item.
Work item actually determines how interaction is offered. The utilization field determines eligibility if not closed complete or abandoned and looks for somebody else in the group you defined to offer it to.
The agent appeared to mark the interaction as "closed complete" which would eliminate the work item from reassignment. The "Cancelled reason" showing on some of the interactions is listed as "Disqualified from service channel". the service channel is using the condition of "state is not Closed Complete or Closed Abandoned", which would give a reason why it would not reassign.
A couple of scenarios could have happened.
If agent opened the interaction but not accepted it and closed it, work item will still re-assign, but interaction is not longer eligible and mark it as ineligible, canceled state and not re-offered.
Or Agent potentially closed their window and it tried to re-assign but it was already closed by then.
