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Description of chat agent events
Answer ID 10242   |   Last Review Date 03/18/2019

What are the chat agent events?

Environment:

Oracle Service Chat

Resolution:

Review the below table for a brief description of chat agent events within Oracle Service Chat:
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.
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

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