Hello all,
I have the following request to fulfill for the Agent chat:
Agents should be able to pause chat session timeouts
The purpose of this functionality is that when Agent needs to for example take a remote connection session with the Caller, neither of them are using the chat even though they both are interacting with each other. This will lead to chat timeouts and the chat session often ends to timeout before they return to that view.
Since there is an automatic chat session timeout monitoring (which is a good thing), we would need some kind of functionality how agents could indicate that the chat timeout should be paused.
I was thinking that could we access the Session Binding record through the Interaction record? Below is the view where this functionality should be initiated.
Table for the Session Binding records that contain the session activity information: sys_cs_session_binding
Scheduled Script Execution 'Idle Chat Timer Task' that initiates timeout monitoring: /nav_to.do?uri=sysauto_script.do?sys_id=90e0b96e3b5000109cbbcea234efc42f
Script include 'IdleChatHandler' to update the records: /nav_to.do?uri=sys_script_include.do?sys_id=8a1a896a3b1000109cbbcea234efc4cf
Any ideas how this requirement could be completed? I am yet to find a way the connection between Interaction record and Session Binding record. If I would find that, then I could just create for example a BR to Interaction table that would initiate this functionality that would pause chat timeout for this session.
Thank you already in advance.
