Chat request is not queued when all agents are busy
Chat requests are not queued when all agents are busy on chat interactions. Hence, users see the message that no agents are available.
Steps to ReproduceInitiate multiple chat requests where agents logged in are handling maximum concurrent chats.
A defect in Pegasystems’ code or rules in Pega Chat, a component of Pega Customer Service
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.
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