Virtual Agent Freezes

[Sajith3]

Virtual Agent Freezes for a specific user. It works fine for others. Any help would be really helpful.

[Muralidharan BS · Accepted solution]

HI Sajith,

One of the possible cause is, "User is having a conversation with VA and route to live agent and waiting in the queue" If the user wait time is more than the time set in the property - com.glide.cs.conversation_idle_timeout. The chat_queue_entry will be closed down by scheduled job but the sys_cs_conversation entry may still be live and causing this issue. 

You have to navigate to sys_cs_conversation table and make the record "faulted" for that specific user having issue. This should resolve your issue after the user refreshes the browser.

Thanks

[Sajith3]

THank you Murali. I was not having access to it, so I contacted the ServiceNow Team to do this. The issue was resolved. THanks again

[Muralidharan BS]

You've welcome