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Topic

    Jared
    'Requested agent is absent' when agent is availableAnswered
    Topic posted June 28, 2013 by Jared Gold Medal: 3,500+ Points 
    302 Views, 4 Comments
    Title:
    'Requested agent is absent' when agent is available
    Content:

    When using the ChatRouted method on the 3PQ API, sometimes we receive back a failure, with the message 'The requested agent is absent.' The agent is clearly logged in to the chat channel, having in some cases already successfully received a chat interaction. The ChatId and AgentId are correct. Please identify what we can do to further investigate this.

    Best Comment

    Jared

    the error also occurs when the chat is already being handled by another agent

    Comment

     

    • Jim Palakovich

      An agent cannot be assigned a new chat if they are in an 'Absent' state.  This can occur if the agent console does not send regular 'GetMessages' requests to the chat server after the agent has logged in.  Typically this is a symptom of a malfunctioning agent console, althougth it's difficult to tell  for sure without further troubleshooting.  Please open a customer care incident so a time can be coordinated to further troubleshoot the problem.

      Best Regards,

      Jim

    • Jared

      the error also occurs when the chat is already being handled by another agent

    • Palanisamy Sivaraj

      Hi Jared,

      Is this the only case the requested agent is absent error comes. We made sure that chat is not handled by any other agents using the RNT chat reports, but still the chat routing is failing with this error. 

      Any other reason can cause this?

      Thanks,

      Siva

    • Jared

      A review of archived logs shows it also appears if the end user abandons the chat before it is popped.

      At other times I see it for no discernible reason: the agent is available, the agent requests the chat from the server so we know the agent is active, yet we get this message. In at least one case, the service was able to pop another chat successfully 10 seconds later with no change to availability state, so it looks like it happens "for no reason" sometimes.