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'Agent Engagement Timeout' present in chat events
Answer ID 8664   |   Last Review Date 05/05/2020

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

Environment:

Oracle Service Chat - Agent Console

Resolution:

The 'Agent Engagement Timeout' event is controlled by a hidden configuration setting called SRV_AGENT_TIMEOUT. The definition of this configuration setting is as follows:

SRV_AGENT_TIMEOUT
Specifies the number of seconds that the Oracle B2C Service Chat server waits for a requested agent to respond before trying another agent. Minimum value for this setting is 15. Maximum is 285. Default is 60.

If an agent does not accept chat within the number of seconds defined in this configuration setting, the 'Agent Engagement Timeout' event will be inserted into the chat_events table and the incoming chat will be sent to another agent.

If you wish to request this setting be adjusted, submit a service request to Ask Technical Support.

Notes:

There is another configuration setting called  CHAT_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.

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