Virtual agent Chat Queues

[anusha reddy v1]

Hi,

I have craeted 6 queues based on user language. My requirement is when an eng user opens Chat window, only it should route to available Eng agent. even the other language agents avilable, it should show no agents available.

but it is not working in this way, when an other language agents aviable, to user it showing as please wait while connect to an agent.

Seems it is not picking up queue conditions. Can anyone faced this issue? please let me know how we can fix this?

Thanks in advance.

[Shivalika]

Hello @anusha reddy v1 

Have you added live agent property in the "Agent Chat" under left navigation in a particular portal "servicenow or EC" in your instance ? What is breaking exactly ? Is the live agent routing not happening altogether in portal or only language barrier is there ? 

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwN

eEISQCY

[anusha reddy v1]

@Shivalika  Live agent chat routing is working. only language barrier is there.
Example: I have 2 queues(English and German) 
When a english user is opens the chat, it should route to English agent only. If no english agent available, it should show "no agent available." Similarly for German as well.

Now the issue :
When english user opens chat window, and German agent is available (English agent is not available), in chat window to user, it showing as please wait while we connect to live agent but it should show No agent available because English agent unavailable only German agent is available.