MCF Chat- Supervisor Desktop In Queue value is too short, how can this be extended? (Doc ID 2073740.1)

Last updated on NOVEMBER 03, 2015

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 and later
Information in this document applies to any platform.

Symptoms

In Supervisor Desktop the In Queue column resets to zero after approximately 2 minutes when a chat request is not answered by any agent or if no agents are available. The Chat Overflow timeout is set to a time greater than 2 minutes, the Customer remains to wait for an agent but will eventually timeout with no Agent chat interaction since the In Queue status is reset to zero, which means there are no chat waiting even though there is.

Cause

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