Why are agents in AWAY state receiving chats?

October 4, 2018
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Problem

Some LiveEngage agents received chat notifications when they were in Away state.

Cause

The ACD setting of the agents’ LiveEngage account is Manual mode. In this mode, incoming chats ring for all agents who are logged in, regardless of their state (Away/Back Soon/Online).

Solution

When the ACD setting is Manual this is expected behavior. This allows agent managers to get notifications and take chats when they feel their agents are overwhelmed.)

Notes:

  • A chat cannot be transferred an agent who is in Away state.
  • Agents in Away state are NOT counted toward the number of available chat slots for a specific skill.

Additional Resources: