Support Article
Chat request is not queued when all agents are busy
SA-54452
Summary
Chat requests are not queued when all agents are busy on chat interactions. Hence, users see the message that no agents are available.
Error Messages
Not Applicable
Steps to Reproduce
Initiate multiple chat requests where agents logged in are handling maximum concurrent chats.Root Cause
A defect in Pegasystems’ code or rules in Pega Chat, a component of Pega Customer Service
Resolution
HFix-42645 for Pega Chat 7.31 was delivered in Pega Chat 7.4.
Update or upgrade to Pega Chat 7.4, https://community.pega.com/knowledgebase/products/chat.
Published August 24, 2018 - Updated December 2, 2021
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