Virtual Agent - Conversations timeout/Mark conversations as abandoned

[StefanoZ]

How can I accurately confirm the time it takes for an Interaction with a Virtual Agent (VA) to be marked as faulted and labeled as "Abandoned"? When reviewing IMS Transcripts, I've noticed some chats where the message "Sorry, the conversation is timed out" appears up to 11 hours after the conversation began. The system property com.glide.cs.conversation_idle_timeout is set to 7200 seconds, and the Time Out Abandoned VA Conversations scheduled job runs every hour.

[pavani_paluri]

Hi @StefanoZ ,

Idle timeout setting (com.glide.cs.conversation_idle_timeout) is 2 hours in your case. The scheduled job "Time Out Abandoned VA Conversations" runs only once every hour. It checks for conversations that went idle 2+ hours ago and then marks them as "abandoned".

So if someone goes idle at 1 PM, the system will try to mark the conversation abandoned at the next hourly job, like 4 PM, 5 PM, or even later — depending on when it catches it.

To check exactly when it was marked abandoned, Check sys_cs_conversation for last_user_message_time and conversation_end_time.
To make it more accurate run this job Time Out Abandoned VA Conversations, more frequent like every 30 minutes.

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Kind Regards,
Pavani P