Identify Pega chat ended by customer or agent
Hi,
Is there any attribute which will help identify if the chat was terminated by a customer or agent?
***Edited by Moderator: Lochan to update platform capability tags***
Pegasystems Inc.
IN
As far as I know, if a customer closes a chat window, then a timer gets started and runs for 50 sec before deleting the chat.
May be you can capture the triggering of such timer to check whether the chat window got closed by customer or agent.
Maantic Inc
US
Hi,
So I have to add some additional information. There are attributes in the chat logs pyMessageSource(Customer, representative) and pyOriginator( Customer Name, Representative name) for all the chats.
Hi,
So I have to add some additional information. There are attributes in the chat logs pyMessageSource(Customer, representative) and pyOriginator( Customer Name, Representative name) for all the chats.
|
Property
|
Value
|
|---|---|
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0.00
|
|
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Representative
|
|
|
ChannelServices-Embed-LogEntry-Chat
|
|
|
XYZ
|
|
|
Hello
|
|
|
3e5d6596b3b011e997abfb6e067e7af41564590525346
|
|
|
Representative
|
|
|
XYZ
|
|
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ignored
|
|
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12:28PM
|
|
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1564590525346
|
|
However, when the chat is ended, this is what we see irrespective who ends the chat. It is always SYSTEM
|
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Property
|
Value
|
|---|---|
|
ChannelServices-Embed-LogEntry-Chat
|
|
|
undefined has disconnected.
|
|
|
SYSTEM
|
|
|
SYSTEM
|
|
|
12:39PM
|
|
|
1564591171688
|
|
|
|
If you see Data transform SetLogEntryPage, pyMessageSource is set. However, when pyOriginator = System, pyMessageSource is set to pyOriginator.
All the end chat events have originator as SYSTEM and so the pyMessageSource is getting set to SYSTEM. Tried editing the pega_chat_chatEvenHandler file but no luck yet