Live Agent Queue Delay When Multiple Agents AvailableIssueA customer reported a delay in connecting to a live agent in the Service Desk chat queue, despite an available agent. The user waited for 15 minutes before being connected to the agent. The Agent Presence History shows that Agent was available during the same period. The Interaction link provided shows the wait time and the Agent presence History link shows the availability of Agent.CauseThe root cause is not explicitly stated in the case, but it appears that the chat was offered to multiple agents, all of whom rejected it. This could be due to various reasons such as high workload, lack of expertise, or technical issues.