Virtual agents

Snehal Bhagat1
Tera Contributor

3 weeks ago

I have received incident related to virtual agent, reported 4 issues as below, need to help to-find cause of it

1- chat came in at 14th second (this cane on 27th sec) tye timer should be 60 sec

 

2- sometimes no notification on the chat

 

3- sometimes there are noti however the chat doesn’t appear in screen 

 

4 - sometimes chat comes in at 2-3 sec to accept however this breaches our sla

 

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GlideFather
Tera Patron

3 weeks ago

Hi @Snehal Bhagat1 

If accepting a chat conversation in 2-3 seconds make your SLA breach, then check the SLA definition it doesn’t seem right 

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