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Description of chat agent events
Answer ID 10242 |
Last Review Date 09/16/2023
What are the chat agent events?
Environment:
B2C Service Chat
Resolution:
| Event ID | Event Name | Description |
|---|---|---|
| 1 | Log-on | Occurs when the agent first logs into chat. The timestamp associated to this event should be the same timestamp recorded for chat_agent_sessions.login. |
| 2 | Engagement Request Sent | Occurs when the chat server receives an engagement confirmation from the agent client after receiving a chat. |
| 3 | Engagement Request Canceled | Occurs when the chat server receives an engagement cancellation from the agent client after the chat server attempted to assign a chat. |
| 4 | Idle | Occurs when the agent is not engaged in any chats. |
| 5 | Not Idle | This event will fire when the agent was previously in an idle state and then receives a chat to push the agent out of an idle state. |
| 6 | Absent | Occurs when the agent client loses connection to the chat server for a time period greater than the value stored in ABSENT_INTERVAL. Can also occur when the ABSENT_INTERVAL period is not met, if an agent without Auto Decline chat profile permission misses a chat invitation and is deemed not present to Auto-Accept the chat. |
| 7 | Reconnected | Occurs when the agent client is marked absent and re-establishes connection to the chat server before it disconnects them. The chat server will disconnect the agent if connection has not been re-established by a time value equal to (ABSENT_INTERVAL * AGENT_ABSENT_RETRY_COUNT). |
| 8 | Terminated | Occurs when the chat server concludes the client session. This might be a result of an error thrown to the agent which forces them to exit the console. |
| 9 | Log-Off Normal | Occurs when the agent logs out of chat. The timestamp associated to this event should be the same timestamp recorded for chat_agent_sessions.logoff. |
| 10 | Log-On Override | Occurs after a duplicate login. The new client session will then override the previously found open session and continue on with the same client_id. |
| 11 | Duplicate Login | Occurs when an agent attempts to log into chat while the chat server recognizes an existing client session for the agent. |
| 12 | Status Available | Occurs when the agent changes their status to an available status. This will put the agent into queue to start receiving chats. |
| 13 | Status Unavailable | Occurs when the agent changes their status to an unavailable status. This will pull the agent out of queue and not allow the agent to receive any chats. |
| 14 | Log-Off Normal | Occurs at the same time as event 9 to confirm all parts of the logoff process have completed. |
| 15 | Engagement Request Accepted | Occurs when the chat server receives confirmation from the agent client that they have accepted a chat invitation |
