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Support Article

Chat queuing persists when no operator is available



When launching a Web chat, if the Customer Support Representative (CSR) declines the request to accept the chat, the end user remains on the Chat queue despite no other CSRs are available. The end user persists on the queue and the same queuing message displays as if there are operators available.


Error Messages

Not Applicable


Steps to Reproduce

  1. Initiate a Web chat as an end user
  2. Decline the chat as a CSR


Root Cause

A defect in Pegasystems’ code or rules. When the chat is initiated and all the agents are unavailable, the chat stays on the queue and attempts to re-route. However, it never ends.



Apply HFix-63636.


Suggest Edit

Published December 2, 2021

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