Inquiry about BotAgent's random string operator
While using the chat widget to communicate with the chatbot (BotAgent), I have noticed that a random string operator (an operator created based on a template operator) is automatically generated, as shown in the image attached. I have a few questions regarding this observation.
Question 1: Is it possible to control or prevent the automatic creation of this random string operator to avoid its generation?
Question 2: If the answer to Question 1 is "No," would it be safe to delete this random string operator? Are there any implications or potential issues with deleting it?
Question 3: If the answer to Question 2 is "Yes," could you provide any recommended approaches for deleting this random string operator, if there are any? Your guidance on this matter would be greatly appreciated.
Accepted Solution
Updated: 4 Sep 2023 5:23 EDT
Commonwealth Bank
IN
Yes , i am referring to the BotAgent case, i.e., the case created in "Work-Channel-Interaction-BotAgent".
Have a look to MultichannelCloseExpiredInteractions Agent rule calling activity pxCloseExpiredInteractions is running for your application . This takes care of closing all expired interaction cases (Work-Channel-Interaction-*) with status Resolved-Completed. Deletes inactive WebChat operators and closes their interactions.
Commonwealth Bank
IN
Answer to your query is No, Since for each interaction pega creates a dummy operator id to process the case. This operator id gets deleted automatically once case is resolved or the max time for case wrap up configured for chatbot in Manage connection of bot configuration.
NTTデータ
JP
Thank you for your answer. I understood that it is not possible to avoid the generation of dummy operators.
I would like to know two additional points.
1. Is it correct that the "case" you are referring to is the BotAgent case, i.e., the case created in "Work-Channel-Interaction-BotAgent"?
2. If the above 1 is yes, it contradicts the fact that the dummy operator who is the case creator of the case whose case status is "resolved" in my Pega environment is not deleted and remains in the environment.Is there any configuration that I need to do so that the dummy operator can be automatically deleted?
As a supplement, the following is information about the Pega environment I am using.
・PegaVersion: 8.8.1
・CustomerService application is not installed.
Accepted Solution
Updated: 4 Sep 2023 5:23 EDT
Commonwealth Bank
IN
Yes , i am referring to the BotAgent case, i.e., the case created in "Work-Channel-Interaction-BotAgent".
Have a look to MultichannelCloseExpiredInteractions Agent rule calling activity pxCloseExpiredInteractions is running for your application . This takes care of closing all expired interaction cases (Work-Channel-Interaction-*) with status Resolved-Completed. Deletes inactive WebChat operators and closes their interactions.
NTTデータ
JP
I appreciate the invaluable information you gave me. I was able to find the Agent rule you taught me. I was also able to remove the inactive dummy operators with that Agent rule.