How to extend agent to accept/reject when User wants to connect to Live Agent in Agent workspace

[Haceena Shaik]

Hi Team,

Is it possible to extend Response time of Agent to Accept/ Reject the conversation with requestor?

By default, it is taking 60 seconds for Live Agent to Accept/ Reject the conversation.

Please find the attachment for your reference.

Regards,

Haseena

[Danish Bhairag2 · Accepted solution]

Hi @Haceena Shaik ,

You can modify the timings under assignment rule which you have assigned it to the specific queue. Please refer below screenshot for the same.

Please mark my answer helpful & accepted if it helps you resolve your query.

Thanks,

Danish

[Community Alums]

Hi @Haceena Shaik ,

There are two areas to consider here,

1. Before connecting to live agent

2. After connecting to live agent

Before connecting to live agent: 

User is having a conversation with VA and got distracted and left the conversation without properly closing down the chat. This happens lot of times, when the user comes back within 24 hours, the conversation is then started where the user has actually left. The OOB timing to reinstate the user conversation is 24 hours.

But many of us want the timing to cut short to 2 hour or may be 1 hour instead of 24 hours. To do that there is a system property and a scheduled job has to be amended. 

Property - com.glide.cs.conversation_idle_timeout

Scheduled job - Time Out Abandoned VA Conversations

If the property does not exist you can create one. The OOB setting of property is 24 hours in seconds [Integer - 86400]. Similarly the job has to configured periodically. 

After connecting to live agent

User is connected to live agent and not responding to live agent chat or distracted. The below properties controls the timeout settings, the OOB settings for reminder is [180 sec] and for cancelling the chat is [360 sec]. The job is default configured to 2 min so I believe no tweaking is required here. 

Property - com.glide.cs.idle_chat_reminder_timeout
                 com.glide.cs.idle_chat_cancel_timeout

Scheduled job - Idle Chat Timer Task

[Haceena Shaik]

Hi @Community Alums ,

Thanks for the response.

I'm asking from Agent Point of View - Whether to Accept/ Reject to had conversation with Requestor.

Default time is 60 seconds. With in 60 minutes Agent has to select Either Accept or Reject.

I want to increase that Agent response time.

Sorry that I was unable to send attachment & it's taking too long to attach.

Those properties pointing to Requestor Point of View.

[Danish Bhairag2 · Accepted solution]

Hi @Haceena Shaik ,

You can modify the timings under assignment rule which you have assigned it to the specific queue. Please refer below screenshot for the same.

Please mark my answer helpful & accepted if it helps you resolve your query.

Thanks,

Danish

[Haceena Shaik · Accepted solution]

Hi @Danish Bhairag2,

Thanks for the solution.

In assignment Rules I found. It allowed me to increase Accept/Reject time.

Regards, 

Haseena