Notification is not triggering for live agent when interaction is created

[Mounika B1]

Performance Analytics

Hi team,
i have configured interaction survey and notification should trigger belwo condition

Survey and notification should be triggered when: 

• Interaction State = Closed Complete 

• Type is one of  Walk-in, Phone ,Chat (Live agent) 

• Opened For is NOT empty 

• Assigned To is NOT empty 

• Assigned To is NOT a Virtual Agent
  Bussiness rule in interaction table 
  

  
  Notifcation:

  
  When i have enabled the sent to event creator my live agnet notification is trigger, and also i have observed the virtual agent records are triggering .but in my case it should not .only live agent records should trigeer,

may i know what configuration i have missed .
Thanks
mounika

[Tanushree Maiti · Accepted solution]

Hi @Mounika B1 

1. Ensure relevant trigger condition has auto assessment business rule.

refer: KB0818378 Customer Satisfaction Survey notification email is not getting triggered 

2. 

To trigger the survey at the appropriate time (end of chat), update the survey type:

1. Navigate to Survey Configuration:
   • Go to sys_cs_survey.list in the Application Navigator.
2. Open the affected survey record.
3. Change the Type from Pre-chat to Post-chat.
4. Save the changes.

Refer: KB1124417 Surveys are triggering when the chat is initiated, not when the chat is ending in Virtual ... 

[Mounika B1]

Hi  Thanusree,

Thanks for the quick reply .Thanks now am not able to getting virtual agent notifications.