Details
-
Story Bug
-
Status: Resolved
-
Major
-
Resolution: Declined
-
None
-
None
-
CRM Connector (CRMCONNECT)
-
Sprint 14 CTI 26 Sep - 9 Oct, Sprint 15 CTI 10 Oct - 23 Oct, Sprint 16 CTI 24 Oct - 6 Nov
Description
A customer initiates a chat and agent is in a Ready_State and receiving the notification of chat but didn't accept the chat, RONA occurs and chat is in the queue. The Handoff Text "Please wait we are finding an agent for you" appears with Estimated wait time and queue time message when chat is in the queue. Otherwise, this message doesn't appear in customer gadget.
This message* also occurs when no agent is available, which can cause the conflict.
*Please wait we are finding an agent for you.
