Notifications

257 views

Description

An agent can be added to a chat even though the agent marked itself unavailable for chat.

Steps to Reproduce

 

Make sure to install the following plugins; Agent Chat, Agent Workspace, Glide Virtual Agent, Advanced Work Assignment, Customer Service, Customer service Portal all with demo data where available.


*Need 3 users
- Maint on Chrome
- Beth Anglin on Chrome Incognito
- David Loo on Firefox

1. a. Go to Advanced Work Assignment > Presence States
b. Go to Available
c. Add 'Case' and 'Chat' to selected Service channels
d. Mark the record active and Save

2. As maint, Go to <instance-name>/workspace
3. Click (+) to create a new interaction.
Type: Chat
Assigned to: <Leave Blank>
4. Save
Chat request will be sent to Agent Chat Queue members

5. As Beth Anglin, Go to <instance-name>/workspace
6. At Inbox tab, see the newly received Chat request and Accept it
7. At Active Chat section, go below and click Add to Chat
David Loo can be seen in the list as he is set as available

8. As David Loo, Go to <instance-name>/workspace
9. At Inbox tab, Set the availability as Offline

10. As Beth Anglin, at Active Chat section, go below and click Add to Chat
'There are no available agents for transfer.' message is seen as David Loo isn't available

11. As David Loo, at Inbox tab, Set the availability as Available but unmark 'Chat'

12. As Beth Anglin, at Active Chat section, go below and click Add to Chat

Actual behavior:
David Loo can be seen in the list


Expected behavior:
'There are no available agents for transfer.' message should be seen as David Loo isn't available

Workaround

This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.


Related Problem: PRB1330889

Seen In

There is no data to report.

Fixed In

Madrid Patch 3
New York

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:44:02
Published:2019-05-15