Chat is not routed to available agents

[novembersaint]

Hello Friends,

What could be the cause for a situation where you have chats in queue and agents in ready state, still stats are not being routed to agents. How to troubleshoot these issues?

Can you please help?

Regards,
KS

[Kubig]

This can be caused by many reason:

[list]
[li]capacity rules[/li]
[li]incorrect configuration[/li]
[li]incorrect agent state[/li]
[li]issue on statserver[/li]
[li]etc.[/li]
[/list]

you have to check the URS,IXN and CHAT server logs to find out, where is the root-cause.

[novembersaint]

Thanks Kubig for your reply.

In such cases, how can we get the interaction id ? Do we have to check in stat server?

Sent from my GT-N7100 using Tapatalk

[cavagnaro]

Agent can be a on non-routable status.
Check on what status they are. I had a scenario where they had 2 DNs on a Place and because 1 was OutOfService their status is OutOfServer as well. Had to remove that 2nd DN.
No magic, just follow URS logs

[pablocaamano]

Hi,

First you have to check if the interactions are being routed and are waiting for an available agent, I suggest to use Trace On/Trace View of IRD. In case you can see interactions waiting for and agent (in target block).

You should check with any monitoring tool (CCPulse), the agent status. You could also check agent state in statserver logs, you should see agent capacity, media state, and current number of interactions handling.

Regards.

[novembersaint]

Thanks Cav and Pablo for the resonse.

I do not have access to IRD. Probably ill check the statserver logs if.

Sent from my GT-N7100 using Tapatalk

[n3vek7]

Additionnal info :
If you don't see the chat session in URS logs, make sure the ixn queue have a strategy loaded to target your agents.
You can see that in IRD (in the Business Process) or in IXN Server Logs (with Myzimir tool if you can))
As suggested by Kubig, check the logs (chat, ixn and urs, in that order.)

Let us know your findings.

Cheers

[novembersaint]

Thanks n3vek7. I do not have acceas to IRD. Will have to work on this incident next week. Will keep u posted about the findings.

Sent from my GT-N7100 using Tapatalk

[a.jay]

It can be silly, but could you check in Business Process is it activated strategy or not ? 

[Kubig]

[quote]It can be silly, but could you check in Business Process is it activated strategy or not ? [/quote] Without access to the IRD will be hard to check it

[a.jay]

Kubig, of course, it for future