live chat virtual agent servicenow Unable to view the live chat count

shaa066
Tera Contributor

‎11-21-2024 03:42 AM

in live chat virtual agent ServiceNow Unable to view the live chat count, if a agent is working on 3 chats at a time but still in interactions service operations workspace monitoring queue the number is showing wrong please help solve this issue in ServiceNow

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Lynda1
Kilo Sage

‎11-21-2024 02:49 PM

I have to ask for clarification on what the question is asking. I am guessing you mean, when a user is asking for a live chat, you are using the Live Chat Wait Status?

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Muralidharan BS
Mega Sage
Mega Sage

‎11-28-2024 08:15 PM

check this table to validate if your expectation matches with the capacity of the agents - awa_agent_presence_capacity

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