when agents are busy with chat case, if a new customer tries to open a case he receives off hours message. why the customer request do not wait in queue in order for his turn to arrives and be served?
Try changing Maximum actvity to pull from 3 (which is default to 10) for Default user group settings. Login in as partition administrator, pa and then go to Department, services, settings and user.
Hope this helps.
Cheers
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