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

shaa066
Tera Contributor

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

2 REPLIES 2

Lynda1
Kilo Sage

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?

Muralidharan BS
Mega Sage
Mega Sage

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