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Difference between “Agent Engagement Declined" and “Agent Engagement Auto Declined” chat events
Answer ID 10313   |   Last Review Date 01/23/2019

What is the difference between the “Agent Engagement Declined" and “Agent Engagement Auto Declined” events?

Environment

All currently supported versions of Oracle Service Cloud

Resolution

When a chat is routed to an available agent, the agent will be presented with a chat toast notification.  Depending on the chat permissions in the agent's profile, this notification could have the options Accept and Decline, as seen in the example below.  


Chat Profile Permission "Allow Decline" Enabled

With this profile permission enabled, an agent will be presented with the Decline option in the chat toast notification, as seen in the above image.  If the agent selects the Decline option, the event "Agent Engagement Declined" is recorded.

Chat Profile Permission "Auto Decline" Enabled

If the Chat Permission "Auto Decline" is enabled within the agent's profile, and the agent does not choose to either accept or decline the chat invitation, the toast notification will close after the timer expires and the event "Agent Engagement Auto Declined" will be recorded.   The agent can also opt to close the toast notification using the red "X" in the upper right-hand corner of the pop up box.  This will also result in the event "Agent Engagement Auto Declined" being recorded.

For more information on chat profile permissions, please review the "Add Chat permissions to a profile" section in the online documentation for the version of Oracle Service Cloud your organization is currently running.

For more information on chat toast notification timers, see Answer 7765: Length of time the Incoming Chat Toast Invitation is displayed.

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