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Live Agent transcript records showing Missed status

Knowledge Article Number 000193575
Description
Customers using the Native version of Live Agent might report that they are seeing a number of Chat Transcripts with a Status of Missed. Although there are many reasons for this behavior, this article was written to explain a very specific scenario. If the scenario you are working on is different from the one below, please log a case with Support.

Symptoms
  • A number (sometimes large) of Chat Transcripts have a Missed Status
  • The number of seconds between the time was requested and the time the chat was closed is between 1 and 2 .This can be calculated with a formula field similar to this IF( ISPICKVAL(Status, "Missed"), ((EndTime - RequestTime)*86400), 0)
  • The Chat Transcripts Events show either Cancel (No Agent) or Cancel (No Queue) and finally, Visitor Left

 
Resolution
This can happen when the Live Agent button appears to be Online but is really Offline. The Live Agent button will show Online when:
  • Queue is enabled for that button and the max queue capacity hasn't been reached.
  • Agents with the required skills are available 

The above said, the following scenarios can occur


Queue capacity has been reached

Assume you have a chat button and the queue capacity is set to 2. The following can happen:
  1. An agent is engaged on a chat with a visitor
  2. 2 other visitors request a chat and they are placed on a queue (The queue has now reached its max capacity)
  3. At this point, the chat button will no longer be Online, since there is no room for more chat requests.
  4. The button is not immediately refreshed and will continue to show as Online.
  5. A fourth visitor requests a chat, but since there's no room for another one, the chat is disconnected.
In this scenario, the Transcript Event would be Cancel (No Queue)


No Queue has been configured and all agents are engaged on a chat

Assume you have a button that is not configured to have a Queue. This means that requests will only be processed as long as there are agents available. The following can happen:
  1. There is only one agent online and available
  2. A visitor requests a chat and is routed to the above agent
  3. The button is not immediately refreshed and will continue to show as Online - but there aren't any available agents, so it's actually Offline. 
  4. A 2nd visitor requests a chat but since there is no queue configured and the only available agent is now engaged on a chat, the chat is disconnected.
In this scenario, the Transcript Event would be Cancel (No Agent)


Queue is available but all agents are in Away status - No agents are available

Assume you have a button configured with a queue. The queue capacity is 2. The following can happen:
  1. All agents are engaged on a chat and have reached their max capacity
  2. Queue is available
  3. All agents place themselves in Away status - This does not affect the on going chats
  4. Since all agents are away (offline) the queue is disabled
  5. The button is not immediately refreshed and will continue to show as Online - but there aren't any available agents so it's actually Offline
  6. A Visitor clicks the chat button but the requested cannot be queued nor transferred to an agent - the chat is disconnected
In this scenario, the Transcript Event would be Cancel (No Agent)




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