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Chat unavailable when chat queue is full

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edited Apr 25, 2017 8:59AM in Communication Channels 4 comments

Content

Morning all.

We're facing an issue whereby our chat widget states web chat is unavailable when our chat queue is full. We currently have a setup where a single agent can accept up to 3 chat sessions at once, with a maximum of 3 agents logged in at any given time. It was our understanding that when the chat queue was full the end user would still be able to initiate a chat session, but would be given an estimated wait time.

Is there a configuration setting we haven't changed to accommodate this?

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