How to deal with agents who leave chats open?

GijsB
Tera Contributor

‎08-07-2024 07:40 AM

Hi all! 

At my current employer we run into the issue that Service desk agents have discovered (advanced work assignment) if they leave their chats open after they finish helping the end user, through which they can avoid assignment of new chats. 

This leads to a strong discrepancy amongst agent productivity and thus leads to feelings of unfairness. Therefore my question is: Have any of you experienced similar issues and if so, how did you go about tackling this through technical implementation? 

 

Thanks in advance! 


Gijs 

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Sandeep Rajput
Tera Patron
Tera Patron

‎08-07-2024 11:47 AM

@GijsB According to ServiceNow docs

 

Add the com.glide.cs.conversation_idle_timeout property to the System Property [sys_properties] table to specify the length of time that an abandoned Virtual Agent or Live Agent conversation remains open (idle). When the Time Out Abandoned VA Conversations job runs hourly, it closes any Virtual Agent and Live Agent conversations that have been open longer than the specified time.

 

For more information please refer to https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/virtual-agent/co...

 

Hope this helps.

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Sumanth16
Kilo Patron

‎08-07-2024 12:32 PM

Hi @GijsB ,

 

The table is sys_cs_conversation, this is the place were a record is created as soon as you start the conversation. The scheduled jobs looks for this and abandon after the specified inactivity time.

Here is a article which I wrote on timeout setting, which may be helpful - 

https://community.servicenow.com/community?id=community_article&sys_id=1453b03bdbaad0109e691ea668961...

 

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

Thanks & Regards,

Sumanth Meda

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