Delayed Chat Assignment (Doc ID 1593623.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

On : Live Help On-Demand

ACTUAL BEHAVIOR
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Agents are logged in and available but chats are not being routed to available agents.

EXPECTED BEHAVIOR
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Chats are routed to available agents.

STEPS
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The issue can be reproduced at will with the following steps:
1. log into the customer website
2. click on the Chat invite/button
3. visitor will be presented the message "No agents are available to chat at the moment" or "An agent will be with you shortly ..."

BUSINESS IMPACT
-----------------------
Agents are unable to preform their tasks because no chats are being assigned to them.

Cause

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