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Live Chat Availability Not Updating Based on Agent and Queue Availability

in Help Desk

We are currently testing the “Hide Chat Icon when No Agents are Available” functionality for Oracle HR Help Desk Live Chat and have observed a couple of scenarios where the behavior does not seem to work as expected.

Scenario 1 – Agent becomes unavailable without employee refreshing the page

If an agent becomes unavailable or goes offline after completing a chat conversation, and the employee attempts to start another chat without refreshing the page, the Live Chat icon remains available.

The employee is able to initiate another chat and is placed in the queue even though no agent is currently available.

Scenario 2 – Multiple queues with different agent availability

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