Conversation Tasks State Definition

[Yasmin]

Hello, we are reviewing the virtual agent conversation tasks to understand what steps the user took through their interaction with VA. Is there a definition of what each of the different states within the conversation tasks mean?

For example, sometimes ithe state indicades "canceled", "suspended", "completed". 
There is also a column names "percentage complete".

Also, within the Conversation Messages tab, there is a column named "Mesage Type" with values such as "actions" or "rich". Curious if there is a glossary on the meaning of these values.

Thank you!

[Siddhnath Pande]

Hi Yasmin,

Well, I am not 100% sure, But I've explored it, I ran few chat. Based on that chat interaction what I have analyzed I am sharing with you, hope it will help & I would suggest that test some topics try to complete few chat or cancel in between that chat or run some create case topic or case status check then try to analyzes those interaction I am sure you get your answer. 

Number Column:  Each topic element is assigned a number that indicates the sequential order in which the topics run. i.e. if you navigate the interactions into the related list you will find the how many topics runs in that interaction that comes in the number column.

State: It is all about the state of the topic ran in that interaction for example greeting topic you will find the state of the greeting topic completed. while some other topic like I have tested a topic which gather some info from consumer & create the case but I didn't completed, I didn't gave all inputs field I closed the chat. & later I saw the state of that conversation task is Canceled. 

& If you checking the case status & once you got the status of the case you close the chat then you will get suspended state. that indicates you suspended the chat or existed the chat,

& regarding the Message Type & Percentage Complete I don't have those fields/column in my instance otherwise I would have checked that as well.

If the above reply helps then please mark my answer Correct and Helpful.

Thanks and Regards:
Siddhnath Pandey

[Muralidharan BS · Accepted solution]

Hi Yasmin, 

For each conversation task a record is created in sys_cs_conversation_task. 

My understanding is, When you are having conversation with VA and check the task in parallel, the state will be "suspended" means it will prevent any further steps until any  action. 

If you request for an input from user, then the state will move to Gather data. Once user has provided the data the task and its predecessor will move to completed. 

Once the entire conversation is successful, then the tasks will show completed. 

If the conversation is timed-out due to timeout setting then the last task will be cancelled and its predecessor will be suspended.

sys_cs_message, 

I believe the Rich in message type denotes - Rich text format. 

The action in message type is seen on this kind payload

"type":"SubscribeToSupportQueue" - Live agent enabled

"type":"Separator" - Conversation ended

"type":"StartSpinner" - Routing to live agent

"type":"TopicFinished" -Conversation completed

Not sure about percent, 

Thanks

[Eric M]

I'm looking at doing a report on percentage complete. Anyone have a idea