CSM Virtual Agent 'Live Agent Support' topic not connecting to available live agents in CSM Configurable WorkspaceIssue The CSM Virtual Agent topic 'Live Agent Support' does not connect customers to live agents even when an agent has their status set to Available in the CSM Configurable Workspace. STEPS TO REPRODUCE: 1. Log in to the instance as an end-user (CSM portal user).2. Start a Virtual Agent conversation on the CSM portal.3. In a separate browser, log in as an agent user.4. Open the CSM Configurable Workspace and set inbox status to Available.5. Ensure the agent has no active cases or incidents assigned.6. Observe that the Virtual Agent 'Live Agent Support' topic does not connect to the available agent. Symptoms - Virtual Agent conversation does not transfer to a live agent.- Live agent is set to Available in the CSM Workspace inbox but receives no chat.- No connection is established despite the agent having no active cases or incidents assigned. Release All releases Cause The queue used to route chats had an incorrect condition: 'Account is not empty.' This condition prevented chat requests from being routed to the correct queue, so available agents were never matched. Resolution Prerequisites:- Admin or queue-management role required to edit queue conditions.- Identify the queue used to receive chats before beginning. Step 1: Open the queue record 1. Navigate to your ServiceNow instance and go to Advanced Work Assignment > Queues (or search 'Queues' in the navigator).2. Open the queue used to receive Virtual Agent chats. Step 2: Remove the incorrect condition 3. Locate the condition 'Account is not empty.'4. Remove that condition.5. Save the record. Step 3: Validate the fix 6. Start a new Virtual Agent conversation on the CSM portal.7. Confirm the conversation is routed to the available live agent. Note: You may add a corrected condition to the queue, but verify it can be satisfied by your users. User-field-based conditions are commonly used for accurate routing.