Tuesday, August 19, 2008

IAF QueueManager: Agent types 'y' to accept chat and nothing happens

Issue: Agent types ‘y’ to accept a chat request, but nothing happens, the chat is not connected.


Solution: This is an issue where the QueueBot, for an unknown reason, thinks that when the agent types ‘y’, the agent is starting a new chat (even though the agent is typing into the chat window that the QueueBot initiated).
This used to cause the QueueBot to then send the Agent Options Menu to the agent (since it thinks the agent is starting a new chat); However the code has been changed so that when this happens, it does not open the Agent Options Menu and gives the agent a messaging saying there was a problem and to please wait until the request comes around to them again. This fix is implemented in version 2.5.003 and later.

No comments: