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SreethiG Member since 2017 16 posts
Accenture
Posted: January 30, 2018
Last activity: February 1, 2018
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Pega Chat monitor queue - from where does it get "availableAgents" count?

Go to Designer studio -> Channel Services -> Pega Chat -> Administration & Configuration -> Monitor the Chat Server, I can find the number of "Agents" in the queue as 5.

I found the value can also be got through the below API call to chat server
https://<chaturl>/company/<companyid>/queue/<queuename>/availableAgents

There are lot of js files on chat server which uses this "availableAgents" value. From where is this value fetched?

Issue we are facing: Few agents closed their Pega session (interaction portal) without logging off from ChatServer. Post that, we did multiple configuration changes and bounces. Now we find availableAgents count is always 5 even though there are no agents logged in. Customers always see that agents are available. We tried clean restart of chat (chat node, redis, mongodb), flushed redis, and cleared all pega sessions in proxy server. Nothing helped.
If a new agent logs in, the count goes to 6 and back to 5 when they log off.

***Updated by moderator: Lochan to add Categories***

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