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WIM Chat pushback reassign to same Agent

ATIF TANVEER
Beginner
Beginner

Hi Everyone,

WIM 4.3 Standalone mode

WIM pushback the assigned chat after Default 40 Seconds. Thats fine and can be increased.

But that chat  never get re-assigned to same agent agian who missed it before.

Question: is it possible to change the default behavior and reassign that particular chat to the same agent after pushback happened ?

Assuming only one agent is avilable. If there are two agents then chat get assigned to other agent but never come to the same agent and in reporting stays in "Chat unassgined"

Appriciate your feedback

Thanks,

Atif

1 Reply 1

ATIF TANVEER
Beginner
Beginner

Ok I found the solution in the file on file server  "eglv_liveconfig.properties"

There is parameter “MARK_AGENT_UNAVAILABLE_ON_ACK_FAILURE” and set value to true. This will change agent state to not available in the chat. And once Agent manually changes the state to available the same chat will be assigned to same agent.

Cheers,

Atif

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