Live Agent early timeout

[dokhiem_nguyen]

Hi @Everyone

I have an issue about Live Agent timeout.

I followed the steps in the documentation about LA timeout to set timer for reminder timeout and cancel timeout. But when testing reminder - cancel timeout for LA chat, the behaviour runs unexpectedly. 

Specifically, I have requirement that: For reminder timeout, set 2 mins. For cancel timeout, set 1h.

After LA chat is initiated, I let the user not respond any word:

- In first 2 mins, the reminder message is sent --> OK.

- After waiting for a long time, when I checked the state of chat, I found that the chat was closed early after 30 mins instead of 1h. --> Not good.

Afterwards, I added log message in the script include called IdleChatHandler to check time log for user last activity, reminder and cancel timeout. Then test again. After waiting 30 mins in another chat, I found that the chat was closed in another scheduled job called Time Out Abandoned VA Conversations instead of Idle Chat Timer Task. Do you know what the rootcause for this issue? And are there any solution for this issue? Please let me know soon.

Here's the current configuration:

- Scheduled job:

Time Out Abandoned VA Conversations - Run periodically in 5 mins

Idle Chat Timer Task - Run periodically in 2 mins

* The script is not changed 

- Property:

com.glide.cs.idle_chat_reminder_timeout - 120 secs

com.glide.cs.idle_chat_cancel_timeout - 3600 secs

com.glide.cs.conversation_idle_timeout  - 1800 secs

Please reference some documents & posts

- Virtual Agent timeout settings - ServiceNow Community

- Product Documentation | ServiceNow

[Community Alums · Accepted solution]

Hi @dokhiem_nguyen ,

The Time Out Abandoned VA Conversations job closes any conversations that have been idle longer than the timeout specified in the com.glide.cs.conversation_idle_timeout property.

https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/virtual-agent/concept/va...

According to the docs,  the conversation_idle_timeout property seems to apply to both Virtual Agents and Live Agents.

So when you have set the idle_chat_cancel_timeout property to 3,600 secs, the value for the conversation_idle_timeout property should be 3,600 secs or more.

[dokhiem_nguyen]

Hi @Community Alums ,

Thank you for your update. I checked it and it was right.