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End-user absent in Chat message
Answer ID 4026   |   Last Review Date 12/12/2018

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

Resolution:

When your chat agents see the following message while engaged in a chat:  "**End-user name** is currently absent. Approximately **X number of** seconds until disconnect", this 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 system does not receive at least one polling request from a client within ABSENT_INTERVAL seconds, the client will be marked as ABSENT by the RightNow Chat system and given additional time (controlled by the retry count) to reconnect to the system. The default is set to 120 on your site.

AGENT_ABSENT_RETRY_COUNT:  If the Chat system 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 the RightNow Chat system and all chats currently assigned to the agent will be requeued. 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. (the default is set to 2 on your site)

USER_ABSENT_RETRY_COUNT:  If the Chat system 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 the RightNow Chat system and the user's chat will be concluded. 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. (the default is  set to 10 on your site)

If you have the ABSENT_INTERVAL configuration setting set to 120 seconds, and the AGENT_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.

Additionally, you may also wish to alter related message bases. Here are a few relating to the above functionality:
 Message Base Key Default Text
 COMM_RN_LIVE_SERV_LOST_CHAT_SESS_MSG Communication with Oracle Service Cloud 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 Service Cloud 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 Service Cloud 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.

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