This article covers how to troubleshoot Multimedia Chat when it isn't working or routing chat sessions to agents.
- Agent is not licensed
- Agent is not ready
- Skill is not enabled
- Chat Session isn't enabled for the agent
- Maxed Out Chat Sessions
Follow the Steps below to troubleshoot your chat issue.
Agent Is Not Licensed
We first need to verify the user in question is properly licensed. Navigate to User Management > User Licenses.
Verify the user in question has a standard Chronicall License. Below we see that Andrew is not licensed for Chronicall or for Wechat. We can check the boxes for licensed first, then Webchat and any other pertaining licenses and hit OK.
Agent Is Not Ready
Verify they are not in DND on their physical phone.
Now we need to check the Chronicall Dashboard on the user's end. Ensure the agent is logged into Chronicall Dashboard and ready as shown below, with MM-DND showing Off.
Skill Is Not Enabled
Next, verify they are showing Green in their Enabled Skills.
You can click the arrow next to Enabled Skills to see what Multimedia skills they are setup for.
Chat Session Enabled
To verify Chat Sessions are enabled for the end user navigate to Multimedia Configuration > Multimedia Skills.
You will see the option for Chat Session Enabled over to the far right. Ensure the user is checked here. If not, check it, then refresh users and groups.
Max Simultaneous Sessions
It is possible the agent has hit the limit for their Max Simultaneous Sessions. This can be adjusted and scaled up for agents that can handle more than one or two chat sessions at a time.
To view the configured max chat sessions, navigate to Multimedia Configuration > Multimedia Skills.
Look again over to the far right for the Max Simultaneous Sessions column to verify each user's Max Simultaneous Sessions.
Keep in mind, each user can only have one voice session at a time. Any other additional sessions are for additional chat sessions.
- For example, if a user had 3 Max Simultaneous Sessions they could receive a maximum of one phone call and two web chat sessions at a time.
- If the agent is a chat support agent and not taking any calls, ensure that the Voice Session Enabled is unchecked to prevent them from getting calls from that Skill Group.
Skill Is Not Setup For Webchat
It is possible Webchat is not setup or correctly configured for a specific Skill Group. Please refer to this article which covers how to setup Web Chat.