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Support Article

Queued chats drop if the agents become unavailable

SA-69731

Summary



Chats drop from the queue when the agents are not in the available state. The system must retain the queued chats.


Error Messages



Not Applicable


Steps to Reproduce



Initiate multiple chats. The agents must become unavailable.
 

Root Cause



A defect in Pegasystems’ code or rules.

Resolution

  1. Apply HFix-48346  
  2. Apply HFix-49066

 

Suggest Edit

Published January 23, 2019 - Updated December 2, 2021

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