Chat unavailable when chat queue is full
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?