More Chats in the Queue Than Should Be Allowed Based on the Queue Limit

This could be due to the fact that you have available agents that have Chat Requests that haven’t been accepted and they aren’t at their overall chat capacity. For example, say you have set the Chat Configuration to allow a maximum of 10 chats per user.

You then specify in the Chat Button or Invitation that the overall queue length could be no more than 20. In this scenario if a total of 10 chats are requested and not immediately accepted by an agent, and they’re the only agent online, and 20 more chats are requested you can have a queue length of 30. However, when the agent accepts the 10 chats, the queue length become 20 and the chat button or invite will now show an offline status. 

Another scenario can be: when an Agent hasn’t accepted some chats, and then changes themselves to be away, the chats return to the queue.