Chat Queue Goes Down to 0

Created by ARYA SALIM SALIM SALIM C, Modified on Fri, 9 Jun, 2023 at 8:28 AM by ARYA SALIM SALIM SALIM C

KB Article 8: chat que goes down to 0

Description: This article provides steps to troubleshoot when the chat queue goes down to 0 which results in clearing all chats.

Category: Smart Agent Chat

Tags: Ticket notification

Debugging steps:

Note: last_man_standing_protocol - It is a protocol which gets triggered every time an agent logout happens. During this time if the entire team is offline and the complete_on_offline flag is enabled on team settings then all the chats in the team queue moved back to the bot.

So at least one agent from the team needs to be online to avoid the closure of chats.

Note the timestamp where the chat queue goes down to 0.
Take the list of Agents online/offline report sheet to check the agent's login & log out date and time.
Check if the entire team went offline during the mentioned timeline.
If there is no agent online, it will trigger if last man standing is enabled and hence the chat queue goes to zero and all the chats in the team queue are marked complete.
In such a situation the issue is expected.

Reference ticket: https://haptikcare.freshdesk.com/a/tickets/11962