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.

[Brian Valente]

Thank you for the response on this, there might be another setting somewhere else to have the chat come back to the agent who it has timed out on. I have the same setting configured and when the time out occurs the card disappears and never comes back to the Agent even though their status is Available.

[Lynda1]

You have Reassign on Timeout checked?  If you do, I would open a case with ServiceNow about this.

[Brian Valente]

Thanks for the suggestion, yes it's marked as TRUE.

I am going to reach out to them tomorrow. Again I appreciate the assistance with this.

[Lynda1]

There is one scenario where a chat does not route back to the agent.  The Agent rejected the chat.

I have a report using this table - awa_work_item_rejection

with this criteria

I always validate if a chat was rejected when they start saying it is not routing and usually the chat is on the report

[Chris D]

I hadn't realized there was (usually) only one person active in the queue at any given moment - in that case, there should definitely be no reason for them to have to (re-)accept the work item from the list view as long as you have the reassign settings enabled.

Noted above is the Reassign on Timeout flag on the Assignment Rule, but then there's also the Reassignable flag on the Reject Reason record as well. Make sure you check that @Brian Valente - I recommend it be set to True for the ootb "Time out" reason in your case, and make sure it's also set to True for whatever other reason(s) your agents are using (i.e. "Busy"). Since you have such a limited queue membership, you may want to consider ensuring that all Reject Reasons are reassignable.