Virtual Agent "Routing to Live Agent" - Agent self assigns Interaction

[Brian Valente]

Here is the situation I am running into during testing

When a customer starts a Live Chat the agent gets the interaction card with a Reject or Accept button with a 2-minute timeout. We have it configured to allow a Reject reason of Busy to be reassignable. 

If the "agent" allows the timeout to expire the interaction is in a New state and is still considered "Active". If the agent becomes available and wants to pick up the "Active" interaction, they go into the interaction and update the Assigned To with their name. 

Here is the issue, after the agent clicks on Save the chat shows up in the interaction and the agent can type to the customer but the customer's chat window still says "Routing to an Agent". The agent can continue to type and it shows up on the customer's chat but the customer is unable to respond.

[Chris D]

Sounds like this could be a bug you might want to report in a ServiceNow case.

But at the same time, they may see this as not using the tool as designed since AWA is designed to work around the Workspace Inbox. AWA works by using "Work Item" (awa_work_item) records, which is what are Assigned to agents in their inboxes. When the agent accepts a Work Item, then the system automatically assigned the corresponding Task to them. Sounds like you're skipping the Work Item step and the system isn't designed to work backwards from the Task to the Work Item.

Why is your agent rejecting a chat but then trying to grab it once it's in somebody else's inbox? If this is an issue that it's taking too long to loop back to the original agent, consider simply lowering the timeout (I recommend not less than ~20 seconds).

[Brian Valente]

Thanks for the response on this.

We are trying to create a queueing situation so that chats that aren't able to be picked up initially can be grabbed once agents become available (available defined as capacity freeing up).

In the scenario I am working on there is only 1 agent on shift and that agent has a capacity of 4 active chats. The agent is already working on 3 and the 4th comes in. If the interaction times out (the agent doesn't click on Reject or Accept) the interaction leaves the agent's inbox but can be seen under Active chats. Once the agent becomes available to take an Active chat they can go into the list and assign it to themselves. Here is where I am running into the issue.

[Adam Chapman]

Brian, 

I think that is a very reasonable use case and one that would be beneficial for all AWA users, but I'll agree with Chris that the method your team is using is likely not supported and SN Support is just going to direct you to the Idea Portal. Let me know if you do submit the idea and I will definitely up vote it!

[Lynda1]

It sounds like this setting might need to be changed?  We have the same scenario, Agent cannot accept the chat in time, so the chat checks for the next available agent, if there is one agent in chat, the chat goes back to that agents in box.

This is the assignment rule.