When an agent engages in a chat, we continuously get a message that says the end-user is absent.
Environment:
Chat - End-user client, Chat - Agent console
B2C Service Chat
Issue:
When your chat agents see the following message while engaged in a chat:
"EndUserName is currently absent. Approximately X number of seconds until disconnect"
Resolution:
This messaging means that the end-user is experiencing connectivity issues to the chat server.
You can configure the amount of time that you will give an end-user or an agent to reconnect to the chat server after they have been disconnected, before the chat will end automatically. You can specify this with the following configuration settings:
ABSENT_INTERVAL:
If the chat service does not receive at least one polling request from a client within ABSENT_INTERVAL seconds, the client will be marked as ABSENT by B2C Service Chat and given additional time (controlled by the retry count) to reconnect to the system. Default is 120.
AGENT_ABSENT_RETRY_COUNT:
Specifies the number of 'absent intervals' that an agent is allowed to miss before being disconnected from the chat service. An 'absent interval' is the failure to communicate with the chat service for the number of seconds as defined in the ABSENT_INTERVAL configuration setting. Default is 2.
If the chat service does not receive at least one polling request from an agent within ABSENT_INTERVAL * AGENT_ABSENT_RETRY_COUNT seconds, the agent will be disconnected from B2C Service Chat and all chats currently assigned to the agent will be requeued.
USER_ABSENT_RETRY_COUNT:
Specifies the number of 'absent intervals' that a chat user is allowed to miss before being disconnected from the chat service. An 'absent interval' is the failure to communicate with the chat service for the number of seconds as defined in the ABSENT_INTERVAL configuration setting. Default is 10.
If the chat service does not receive at least one polling request from the user within ABSENT_INTERVAL * USER_ABSENT_RETRY_COUNT seconds, the user will be disconnected from B2C Service Chat and the user's chat will be concluded.
If you have the ABSENT_INTERVAL configuration setting set to 120 seconds, and the USER_ABSENT_RETRY_COUNT configuration setting set to 10, you will be giving the end-user 1200 seconds to re-connect to the chat server before the chat is automatically ended, as 120 seconds for each interval x 10 intervals = 1200 seconds.
There is not a way to turn these messages off, as it serves as a warning to the end-users and/or agents that they are not currently connected to the chat service and could be disconnected.
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.
| Message Base Key | Default Text |
|---|---|
| COMM_RN_LIVE_SERV_LOST_CHAT_SESS_MSG | Communication with Oracle B2C Service Chat service has been lost. The chat session has been terminated. Check your network connection and verify that you can connect to other sites on the Internet. |
| COMM_RN_LIVE_SERV_LOST_PLS_WAIT_MSG | Communication with the Oracle B2C Service Chat service has been lost. Please wait while attempts are made to restore the connection. |
| COMM_RN_LIVE_SERVICE_RESTORED_MSG | Communication with the Oracle B2C Service Chat service has been restored. |
| DISCONNECTION_IN_0_SECONDS_MSG | Disconnection in {0} seconds. |
| CONNECTION_RESUMED_MSG | Connection resumed. |
Path: Select Configuration from the navigation area > Site Configuration > Message Bases > and search by Key.
For more information, please see the following:
