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BMC Virtual Chat
I implemented Live Chat 1908 hotfix 5 in our Development System and with Live Chat 1908 Hotfix 5
the new chats stay in a Pending Assignment state and do not move or Assign to an Available Agent as it used to before .
The implementation of Live Chat 1908 Hotfix 5 corrects a defect for uneven chat assignments distribution to Live Chat Agents
Chat Auto Assignments distribution is very uneven to Agents some agents are overwhelmed with chat
1. A requirements of the fixed code is to make sure that Capacity-based Auto Accept is set to off .
In the Virtual Agent Administration Console
Note: The value is 0 to set it to off (see below) In the Virtual Agent Administration Console
You do need to Refresh Servlets after making the change.
2. Verify the following workflow is present in the environment
The customer confirmed after changing the Capacity-based Auto Accept is set to off - 0 and a Refreshing the Servlet
The Live Chat Auto assignment is now working properly