We just got live with the new Chat Widget, and to make the widget visible for customers, we do some checks in ICON. One of the queries will check the status of the agent for channel Chat.
We noticed that the Chat status from agents, are visible in both ICON_MM and ICON_Voice tables. The strange part is that the status is not equal.
Example:
- Agent is Not Ready in WDE for Chat.
- The status in ICON_MM = Not ready: https://www.dropbox.com/s/lzafqbgvoonb6e9/ICON_MM.png?dl=0
- The status in ICON_Voice = Ready: https://www.dropbox.com/s/z9npijdv370j2a2/ICON_Voice.png?dl=0
- The URS_Statserver noticed that the agent is on Ready and therefor a Chat interaction is routed to the agent.
2017-06-07 10:54:12.813> Status: Capacity snapshot for place ‘Place_1048’(‘company’), agent ‘‘(‘company’) (CR=’')
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ NR 0 0 0 ] ← email
[ R 1 0 0 ] ← chat
[ R 1 1 0 ] ← voice
2017-06-07 10:54:12.813> Status: Capacity snapshot for agent '’(‘company’), place ‘Place_1048’(‘company’) (CR=‘1Email1Voice1Chat’)
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ NR 0 1 0 ] ← email
[ R 1 1 0 ] ← chat
[ R 1 1 0 ] ← voice