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Agent loosing connectivity during an active chat
Answer ID 9949   |   Last Review Date 08/05/2019

What happens if an agent loses connectivity to the chat server during an active chat?

Environment:

Chat workspace, Chat events

Resolution:

During an active chat, if agent looses connectivity with the chat server, agent can resume the chat if the connectivity is restored within the ABSENT_INTERVAL and AGENT_ABSENT_RETRY_COUNT configuration settings as explained in Answer ID 8282: Chat Presence Management. If the connectivity issue persists for the agent, then all active chats will go back to the queue and will be assigned to the next available agent. The new agent who accepts the chat can see all the chat transcript history the end-user had with the first agent.

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