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Delay on call coming from chat widget

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Posted on by fernandosilva Super User 2024 Season 1

Hi there,

We are using the Dynamics 365 Customer Service Chat Widget connected to PVA for a week now and I noticed that the user needs to wait more than a minute till the call appears on the Agent screen.

Question 1:

How to speed up the call from chat to Agent?

Question 2:

Why that is happening?

Cheers,

Fernando

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Monkeyman 325 on at

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Are there multiple people logged into Omnichannel for Customer Service at the same time?

If so, then it would also depend on how you are routing chats to agents, but the chat may be going to another one of the available agents before going to the one you expect.

To test this, I would ask everyone to log out of Omnichannel, leave one user logged in, and then initiate a chat and see what happens.

if I have solved this question please mark this reply as accepted solution.

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fernandosilva Super User 2024 Season 1 on at

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@Monkeyman ,

That's not the case I'm afraid.
There is only one queue and a fallback queue with the same agents.
It my case the user have to wait quite a while and the agents are not receiving the pop up call after a minute the user call.
The queue is set straight away to the agents and I have 4 at the moment waiting for the calls.

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