Chat Interactions are still in Work in Progress even though chat has ended

dalejaurigue11
Tera Expert

‎11-15-2022 04:28 AM

Hi All,

 

We are having this issue with Interactions which causes them to get stuck in Work in Progress state and we can't determine the cause of this. Other Interactions are correctly getting Closed but some are not getting updated even after multiple days have elapsed since the creation of the Interaction. What could be the possible cause of this?

 

See screenshot below for your reference

dalejaurigue11_2-1668515263474.png

Your input would be greatly appreciated.

 

Regards,

Dale

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3 REPLIES 3

Community Alums
Not applicable

‎11-15-2022 04:39 AM

Hi @dalejaurigue11 ,

You can refer to this solution : https://www.servicenow.com/community/virtual-agent-nlu-forum/virtual-agent-interactions-records/m-p/...

 

dalejaurigue11
Tera Expert
In response to Community Alums

‎11-15-2022 04:57 AM

Hi Sandeep, Thanks for your input. Is there a way we can determine which conversations were duplicated, we need this for the root cause analysis of this issue.

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Azim3
Tera Contributor

‎03-04-2024 01:56 PM

Hi @dalejaurigue11 , We've ran into same issue. Could we know how if you managed to find the solution for this issue ?

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