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Brief definition of chat termination events
Answer ID 8298   |   Last Review Date 05/05/2020

What are the definitions of chat termination events?

Environment:

Oracle Service Chat

Resolution:

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

Termination Event Name

Event ID

Event Description

Concluded by Agent

1

Occurs when the agent terminates the chat when the conversation has ended.

Concluded by End-user

2

Occurs when the enduser terminates the chat when the conversation has ended.

Concluded by End-user Cancel

3

Occurs when the enduser is waiting in queue for an agent or the chat is being transferred between queues and the enduser decides to cancel the chat.

End-user was Lost

4

Occurs when the enduser is experiencing network connection problems and loses connection with the chat server.  The length of time allowed by the site is configurable by the two configurations titled ABSENT_INTERVAL and USER_ABSENT_RETRY_COUNT.  ABSENT_INTERVAL is the length of time the enduser may lose connection with the chat server before they are marked absent.  USER_ABSENT_RETRY_COUNT is the number of times the chat server will execute the ABSENT_INTERVAL before it terminates the chat.  The default value for ABSENT_INTERVAL is 120 seconds and USER_ABSENT_RETRY_COUNT is 2.  This means an enduser will be marked absent if they lose connection for 120 seconds.  They will then be marked disconnected if connection is not restored within 240 seconds.

End-user was Queued Too Long

5

Occurs when the enduser sits in the queue longer than the configured time in USER_WAIT_QUEUE_TIMEOUT.  Currently, the default value for this configuration is 1800 seconds.  This means if an enduser waits in queue for 30 minutes they will be canceled.

Transferred to Queue

6

The end user is transferred to a chat queue by the agent, or if the agent lost his network connection

Refused due to System Limit

7

This is a termination event given when the chat server runs our of memory.  The idea is if a threshold number of active chats is exceeded on a chat server then each additional chat will be terminated with this termination event.  Hosting has the ability to set this value per datacenter and version.  The threshold value is currently set to 1499 concurrent chats.

Refused due to Queue Limit

8

This termination event played a role within "LIVE". This termination event would be assigned to a chat if the number of enduser within a queue exceeded the value stored in the configuration USER_MAX_PER_QUEUE.  This configuration setting and the corresponding event are no longer used in the current version of chat.

Refused due to Site Limit

9

This termination event is not currently used.  It was originally developed in case we wanted to implement a config verb which would control the maximum number of active chats which could be taken on a site.

Refused due to No Agents Available

10

Occurs if no agents are logged into chat when a chat is submitted by an enduser.  This termination event will only be triggered if the configuration USER_DISCONNECT_IF_NO_AGENTS is enabled.

Not Terminated

11

Assigned to chats which have not been released by the chat server.  Chats which are currently engaged in a chat will have a termination_event = 11

Participant Left

12

Occurs when a chat is used in conference mode and the conference participant leaves.

Idle Timeout

13

Occurs when no activity is seen by the chat server from either the agent or enduser for the configured time in CS_IDLE_TIMEOUT.  Default for this setting is 600 seconds.  This means if no activity is experienced for 10 minutes the chat server will terminate the chat.

End-user Deflected

14

Occurs if an enduser searches the knowledge base while they are waiting in queue.  If the enduser then opens a searched answer and then cancels the chat it can be assumed the enduser found the answer they were looking for and therefore no longer need to engage an agent.

Chat was ended by the RNW API

15

Occurs when the API completes the chat at the database level. If a chat needs to be ended by the API, the state will be set to 9 and a termination_event will be set to 15.  This prevents the chats moving forward with a active state and corrupting chat analytics.

Chat was ended by the chat service

16

Occurs when the chat server recognizes a "stuck chat".  A stuck chat is a chat which no longer has an agent or enduser engaged in the chat but has not been released by the chat server.  Due to the chat not being released the agent will have an idle session occupied until it is released.  The chat server looks for "stuck chats" which are 30 minutes old and closes them out.


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