ECE 12.5.1 - Agent Availability Check

[ryschule]

I am attempting to configure the Agent Availability check for a given Entry Point. I have:

1. Configured the Agent Availability option on the Entry Point to 'Required'

2. Configured the Agent Availability Check Mechanism to 'Absolute'

3. Configured the Agent Availability Buffer Value to '1'

They way I understand, is that Agent Availability should be true, if at least one person is logged in AND ready based on these configurations. However, I keep getting the default Chat Unavailable Message when I navigate to the EntryPoint URL, even when I am logged in and ready.

ICM Database queries show that my agent is logged in to the MRD and Available.

ECE Monitors for both the queue and the user show me as available.

Is there any other configuration I have missed?

(UCCE 12.5 ES55)

Thanks,

Ryan

[bill.king1 · Accepted solution]

Not sure if this Technote helps?
https://www.cisco.com/c/en/us/support/docs/contact-center/enterprise-chat-email/215324-troubleshoot-agent-login-and-availabilit.html

[ryschule]

Hey @bill.king1 ,

I had seen this article, but reading through it again, I found the part that was missing. I did not have the Skill Group associated to the Queue. Once this was set, it worked as expected. Thanks!