Hi @TerryC03,
Answering in the same year counts as timely, right? I am sure you've figured this out, but I address this question frequently so am documenting my Live Agent testing steps. In this first pass of testing,I get a basic connection first and ensure that the agent is available from the VA header, even if I'm ultimately testing more dynamic routing scenarios. After I have a basic connection, I add in configurations for more testing.
One note: I did all my testing and config in the Global scope for ITSM. If you are testing routing for HR chats (as an example), set your scope to the appropriate HR application.
I am finding that newer roles are not automatically rolled into the admin role so a test agent might be a better option. Your workspace agent role is dependent on the workspace you're using so make sure add the awa role and workspace role to your test agent for your scenario.
When I test Live Agent, I use 2 users (agent and alt user) and 2 distinct browser profile sessions (I prefer distinct profiles over incognito - I color-code my browser profiles 🙂 ). If by DEV, you're referring to the PDI instance, I've had to create a second user and log into my PDI instance in an incognito session and then impersonate that second user.
From the Advanced Work Assignments menu, I just work down the menu to set up a basic test configuration.
For service channel "Chat", check your default capacity and make it greater than 1. If you're using the default Live Agent Interaction, the delivered settings should be fine.
I might change the presence states of the other channels so that only "Chat" is in available presence state so auto-assigned work doesn't eat up my work items capacity.
I create a test queue with 24x7 schedule and assign a test group (with my test agent) and put that at the top of the list - 1 channel, first queue, 1 group.
In the chat assignment rule which is associated to your queue in the assignment eligibility tab, I use "Most Capacity" to start, and I turn off auto-assignment. On the rejection handling tab, I reassign on time out and set a timeout value - for basic testing, 30 secs work for me.
Set my agent to available for chat, and then launch the Virtual Agent and see if the Agent is now available from the header.
After I've run my initial test, I can incorporate other changes to test more dynamic scenarios such as adding context variables to my queue, changing the queue order or adding additional agents to test routing. When I'm done testing, all I need to do is de-activate that test queue and group and change the queue order so it doesn't create confusion.
I hope that helps!
Tricia
