Search

Why am I seeing 'Agent Engagement Timeout' when looking at chat events?

Environment:

B2C Service Chat - Agent Console

Resolution:

The 'Agent Engagement Timeout' event is controlled by a hidden configuration setting called SRV_AGENT_TIMEOUT. This configuration specifies the number of seconds that the Oracle B2C Service Chat Server waits for a requested agent to respond before trying another agent. This value is 60 (seconds) and cannot be changed.

If an agent does not accept or decline the chat within the number of seconds defined in this configuration setting, i.e. if the chat server does not receive a confirmation of acceptance from the agent client, the 'Agent Engagement Timeout' event will be inserted into the chat_events table and the incoming chat will be sent to another agent. 

This event can occur earlier than the SRV_AGENT_TIMEOUT value if the agent is marked as absent by the chat server before this time passes. 

Notes:

There is another configuration setting called  CHAT_ALERTFORM_AUTOCLOSE_TIMEOUTCHAT_ALERTFORM_AUTOCLOSE_TIMEOUT which specifies the amount of time in seconds a chat agent has to manually accept or decline an incoming chat. After this timeout the toast notification will go away, and the default behavior (set in the agent's profile) will be assumed. The difference is that this setting only controls how many seconds the toast notification will be available on the agent screen and the value should be set less than the value of SRV_AGENT_TIMEOUT. The default behavior depends on the chat agent's profile permissions and whether Auto Decline is enabled or disabled.

For more information see:
What are the chat events? Please see 33 & 34What are the chat events? Please see 33 & 34

Additional information about CHAT_ALERTFORM_AUTOCLOSE_TIMEOUTAdditional information about CHAT_ALERTFORM_AUTOCLOSE_TIMEOUT