Ask Emma - Live Agent becomes less helpful?

[allenyun1990]

Hello everyone,

Not sure if it's just me start to feel this way. My case has been ready to schedule an interview for over two months now. I do not want to be too pushy, so I do a live chat through Emma, once every other week, to see whether an interview has been scheduled or not.

Recently I started to feel that the live agent is not very willing to help. Instead of telling me the result (scheduled or not scheduled), they will send me a long paragraph of standard response that does not answer my question, and then just end the chat. Actually pretty rude. Anyone else feel the same way when interacting with live agent through Emma?

[L1A_asp]

Emma is automated system

[Enub4]

I guess they can see that you are asking about your case a couple of times a month and there is no new information for you. If your case is within normal processing times they will just tell you to wait.

On the webpage where you can do inquiries, it says that is expected to wait at least 60 days from the last update online (when the case is outside normal processing times).

Using Emma to live chat to an agent 4 or more times within the 60 days after your online status changed to "Case ready..." maybe is not be something that some agents will like.

After reading many posts I can tell you that sometimes the "Case ready..." status can be there for many months, then change to "Interview scheduled" and even then the interview can be canceled for some reason.

Wait times of 9 months and more are normal for your category (married to USC). I will recommend waiting at least 31 days between live chats. Personally, I started using live chats only after our case was outside the normal processing time. I know is hard to be patient but the wait can be longer than expected. Good luck.

[shiva_82]

I agree with Enub4. The helpdesk team has the history of all chats and they could very well see how many times you have contacted them before and how often you reach out to a live agent. I believe they have a threshold beyond which they are likely to provide standard updates until there is a real update on the case.

I see that your case has been moving forward pretty quickly so I would just ask you to be patient and wait for an update. Or if you would rather check with a live agent, make sure you check only once every 6 weeks or so

This is just my opinion.

[allenyun1990]

Guys, thank you for your response. I will just let it go for now and not chat with them any more. The whole process is very slow and disappointing obviously. Luckily I'm not in a rush. I'm currently under H1-B status, so it does not matter too much on my end. Whether have the card or not is not going to impact my job. Thanks again for your response.