From version 5.11 of LiveAgent it is required to set up 2 cron jobs instead of just 1.

All you need to do is just add another entry to crontab or in your cPanel settings with file name queue.php instead of jobs.php. The original jobs.php crontab entry should remain unchanged.

The crontab lines are:

*/1 * * * * /usr/bin/php -q /var/www/liveagent/scripts/jobs.php
*/1 * * * * /usr/bin/php -q /var/www/liveagent/scripts/queue.php

/usr/bin/php should be the path to your php binary and depends on your server.

More technical details

LiveAgent currently contains two separate mechanisms for executing background tasks: cron tasks and queue jobs. 

  • Cron tasks are an older implementation which relies on periodical execution of cron to run the tasks, and are therefore more suitable for tasks that are executed periodically but the time delay is not the highest priority.
  • The queue jobs on the other hand are more recent addition to the LiveAgent code which was developed specifically to speed up execution of some critically important tasks like indexing of ticket changes to elasticsearch in our cloud environment.
    This mechanism requires specific servers configuration and is not available on our customers' own servers, therefore the mechanism is replaced by a cron adapter queue.php
    Even more speed improvement is possible by running jobs.php and queue.php in intervals shorter than 1 minute as explained in How to speed up the background tasks execution using parallel cron processes.