Agent doesn't get another notification even if they match the condition for Agent workspace. - Known Error

Agent doesn't get another notification even if they match the condition for Agent workspace. Description Agent doesn't get another notification even if they match the condition

Steps to Reproduce

1. There are two users required for this issue. 2. One is an end user using the virtual agent an other is an agent using Agent workspace. 3. Please ensure that this user is the only user the group and there are no other agents so that only he would get the message from the end user. 4. End User will send a message through the virtual agent to a live agent. 5. The live agent receives the response but he does not acknowledges the chat by pressing on Accept in the agent workspace. 6. The agent becomes unavailable and the user gets the message. Connecting you to a live agent. 7. This agent now comes back and does make himself available for accepting the chats.

Even though this user is available now the notification does not get to him again.

Looks like the users are searched only once by the logic in chat and once they are made unavailable in that session they are not considered anymore for accepting the chat even though they are available now.

If they create a new session and then are avialable then they would get the chat but not with the above.

Workaround This problem has been identified as a future possible product enhancement. You can subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available.