Support Article
Agent does not receive incoming chat popup from second chat
SA-68991
Summary
On sending two chat requests one after the other (within a span of 10 seconds), the second chat is not offered. Hence, the agent does not receive the incoming chat popup from the second chat.
Error Messages
Not Applicable
Steps to Reproduce
- A CSR logs in to Pega Chat and mark as Available to receive a chat.
- Send two chat requests continuously within a span of 10 seconds. When the CSR accepts the chat (which is in the first position), the second request is added to the queue. The CSR does not receive the incoming chat popup window for the chat request in the second position. After sometime, the Agents Not Available notification displays. 'Expired chat request' of the chat in the second position, displays. Hence, the chat in the second position is never served.
Root Cause
A defect in Pegasystems’ code or rules.
The pyOfferID to change the Xmpphandler.js to Hide the Toaster Pop, was not checked.
Resolution
Apply HFix-48671.
Published December 19, 2018 - Updated December 2, 2021
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