Unable to understand what is happening in Conversation Summary Report in Chat With Live Agent
Hi Team , In chat with live agent functionality we have a report definition called Conversation Summary where it has all the transactions happened with a conversation.
However we are observing some inconsistency in the report. Following are the two different scenarios where we are observing inconsistent.
could you please help us to understand what is happening with these conversation ids.
Scenario 1 :
1) when a new chat request is initiated an entry is getting created in report with status as unprocessed.
2)After the chat pop up gets expired after wait time, the request is again triggered and got accepted by an agent.
3) however even after an agent accepts the chat request , in report we are seeing that it is showing as the request is expired.
4) along with Expired status we can see that a status called Resolved-Induced multiple times along with expired status.
5) Also after maxwaittime is reached we are seeing Resolved-Induced and again maxwaittimereached status in Report.
Please find the attached screen shot for your reference. Scenario 2 : 1) After the MaxWaitTimeReached status , there are different statuses observed for same conversation such as Unprocessed and Resolved-Induced. Please refer the attached screen shot fore your reference. For Chat with live agent we have configured Timeout and Close behavior setting.
Hi Team , In chat with live agent functionality we have a report definition called Conversation Summary where it has all the transactions happened with a conversation.
However we are observing some inconsistency in the report. Following are the two different scenarios where we are observing inconsistent.
could you please help us to understand what is happening with these conversation ids.
Scenario 1 :
1) when a new chat request is initiated an entry is getting created in report with status as unprocessed.
2)After the chat pop up gets expired after wait time, the request is again triggered and got accepted by an agent.
3) however even after an agent accepts the chat request , in report we are seeing that it is showing as the request is expired.
4) along with Expired status we can see that a status called Resolved-Induced multiple times along with expired status.
5) Also after maxwaittime is reached we are seeing Resolved-Induced and again maxwaittimereached status in Report.
Please find the attached screen shot for your reference. Scenario 2 : 1) After the MaxWaitTimeReached status , there are different statuses observed for same conversation such as Unprocessed and Resolved-Induced. Please refer the attached screen shot fore your reference. For Chat with live agent we have configured Timeout and Close behavior setting.
please refer the attached screen shot of the same.
Updated: 9 Jun 2023 9:27 EDT
Pegasystems Inc.
GB
@yogeshS66 can you confirm that this is a duplicate question to Chat with live agent report showing two additional statuses Resolved-Induced & QueueUnavailable. What is the use of these statues which you posted two days ago?
If so I would like to close the older question as your new question appears to contain more detail.
We can send this question to our Customer Service SME's to see if they can help you out, but likely this will need a support Incident to investigate in more depth.
@Amit_Patel is this something you could help with?
John Deere
IN
@MarijeSchillern Chat with live agent report showing two additional statuses Resolved-Induced & QueueUnavailable. What is the use of these statues is a different question where we are observing the two new statues in Report Definition post Pega Upgrade and we would like to understand when and how these statuses are getting set. Regards, Yogesh.
Pegasystems Inc.
GB
@yogeshS66 I can see that you logged INC-A4165 (Chat With Agent is not working correctly) on 20th June and below was the GCS analysis at time of clorure:
You were sent a screenshot: Timeline Statuses_M-10566.jpg ... to explain different statuses.
YOu were requested to further the chat cases with the knowledge of the status and if there is something happening out of ordinary then report the case to us.
Also please use the pega documentation and pega academy courses to understand the features which seems to be in focus of the issue, this can help you understand the behaviour.
Also you can trace botAgent Messaging api while initiating live chat and use log category RoutingAndMessaging, also trace cyRoutingEventHandler QP to get more understanding of the chat working.