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]

Again, I appreciate all the configuration recommendations. I have Busy as the only rejection reason and that is set to Reassignable=TRUE.  What I am seeing is happening when the timeout occurs, I would expect it to be working like the Rejection reason, wherewith that if the agent rejects the chat it comes back into their inbox. With the timeout, it doesn't and you can't go and pick it up. 

The interaction allows the agent to update the Assigned To field with their name and when Saved the chat shows up, but on the customer's side, it just sits at routing to a live agent. 

I contacted SerivceNow and have a call scheduled today to look at what I am running into. If they come up with a solution I will report it back here.

[Pablo Sanz · Accepted solution]

If the Assignment rule is configured with the "reassign in timeout" the next step is to look in the Reject Reasons table, there you will see the reason for "Time Out", change the setting to "Reassignable = true", this way if the agent does not select another reason to reject the Queue it will still be shown in the inbox.

[Brian Valente]

Thank you!!! This was what was missing, never would have realized that the "Time out" rejection reason would be taken into consideration when a chat "times out". I set the Time out rejection reason to TRUE and the chat becomes persistent to where if it either times out or is rejected it comes back to the inbox. This is exactly what.I was looking for!