Agent Accepts the chat but nothing is displayed to work into the case - Support and Troubleshooting

Agent Accepts the chat but nothing is displayed to work into the case Issue Problem When an agent accepts a chat in their console, nothing is displayed for the user to start working on, and the chat keeps reappearing. The agent receives an auto message every time they click accept. The issue occurs after accepting the chat.

Steps to reproduce

1: Impersonate chat agent. 2: Go to HR Agent Workspace and make them Available in the Inbox. 3: Then in another browser session impersonate the user as the employee chatting in from portal 4: Initiate the Live chat by selecting HR Representative 5: Switch to Agent session and accept the chat 6: Issue is happening after accepting the chat

Release All releases

Cause Root Cause The out-of-the-box (OOTB) business rule 'Chat Summarization for Agent transfer' was set to execute synchronously ('After'), causing delays and preventing the assigned_to field of the interaction from updating correctly. This led to AWA routing the same documents and creating multiple work items.

Resolution Steps to Resolve 1. Go to Business rule: Chat Summarization for Agent transfer 2. Change the 'When' field from 'After' to 'Async' and save the record 3. Perform a Cache.do to apply changes 4. Reproduce the issue and verify if the problem is mitigated. Note: The first test may take longer due to caching.

Note : That business is read-only. You can download the updated file attached to this KB => sys_script_6552f63d5b703110d3d569853381c70b.xml