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Logging out of chat during an active or concluded chat session
Answer ID 9631   |   Last Review Date 07/17/2019

What happens when you try to log out of chat during an "active" or "concluded" chat session?

Environment:

Chat workspace

Resolution:

Logging out of chat during an active chat session

The standard functionality of the product allows agents to log out of a chat session during an active chat session. A chat session is considered active when an agent or end-user did not wrap-up or disconnect the chat session and has open engagements. In such a scenario, agents will be prompted with the following message as shown in the image below.

Image


This functionality to log out of chat cannot be made optional. Once the agent logs out of chat, all active chat sessions will be re-queued and end-user will be prompted with "Agent has disconnected" in their chat window. It should be also noted that agents will be allowed to logout even if there is a required field in the chat workspace.

Conversely, agents will not be allowed to close the console itself and will be prompted with "The chat session ID: ### is still active. Close operation is aborted"

Logging out of chat during a concluded chat session

The standard functionality of the product does not allow agents to log out of chat session during a concluded chat session. A chat session is considered concluded when an agent or end-user disconnects the chat session and it is in wrap-up. In this scenario, agents will be prompted with the following message as shown in the image below.

Image

Agents are required to terminate all the concluded chat sessions to successfully logout of chat.

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