Virtual Agent is unable to Transfer to Live Agent due to unexpected AWA Queue 'work item routing condition'Issue This KB outlines one scenario which may cause chats not to transfter to Live Agent Queue [awa_queue] even though agents appear availble in Workspace. The following symptoms are observed: Overflow (ellipses) menu > Contact Support renders a read-only message, "No Chat Agents Currently Available"Keyword or VA Topic selection for Live Agent Support results in confiured unavailable message for Chat Setup. (i.e. There are no agents available at the moment. Please try again later.)CauseThis can happen when the AWA Queue 'Work item routing condition' is populated with unexpected condition on the document (ie: Interaction) table for a field. Baseline, this field - [awa_queue.condition] - is an empty Simple Condition. Typically, You can use this condition builder to select routing conditions. The fields available for selection are based on the selected service channel's table. However, it's important to note the document task table here may have an unexpected State Flow, so you should take care to try avoiding a condition built on state field. For example, Interactions are created in state 'Work in Progress' and thus, if a Work item routing condition is defined where state is 'New', underlying AWA processes will never properly create/route a Work Item for this Queue. You can verify this is the cause by navigating to 'Advanced Work Assignment > Settings > Queues', selecting the expected queue which is not routing properly. Confirm if 'Work item routing condition' is building a condition based on 'State' field.ResolutionFor this specific case you will need to remove the Work item routing condition utilizing 'State' field. Either revert to an empty condition, or try defining on other fields, such as utilizing the context variables as described in our Docs here.Related LinksIf this doesn't match your exact configuration, you may find the following KB's for additional troubleshooting for similar symptoms: Chats are not routing to agents in advanced work assignment: KB0787998"Contact Live Agent" option is not available and instead display the "No Chat Agents Currently Available" option in Virtual Agent: KB0779998