Time Out Abandoned VA Conversations - what tables are actually being looked at?

[miriamberge]

Could someone clarify exactly what this scheduled job is looking at to determine that a conversation has been abandoned?  I just want to ensure that we understand how this works and it would be helpful to know what tables it is looking at to determine that a va conversation has been abandoned.

Thank you!

[rahulpandey]

Hi Miriamberge,

As per servicenow documentation, chat is set to abandoned when Requester/end user clicks End Chat button before agent accepts the request.

You can find details in interaction table(interaction.LIST in left navigator search).

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/use/collaboration/reference/connect-support-chat-states.html

Please mark the answer correct if this helps you.

[Mark DD]

Hi,

Yes I'm looking for the same answer. I'm want my VA conversations to time out after one hour of inactivity

Found this in Docs:

https://docs.servicenow.com/bundle/paris-performance-analytics-and-reporting/page/administer/virtual-agent/concept/va-open-conversations.html

I had to set the scheduled job up from scratch (called it: Time Out Abandoned VA Conversations) as documented but had to take a stab at the table, there are 2 Virtual Agent table to select from. (sys_notifications_va_content and sys_cs_virtual_agent_variable) and  I've scheduled the job, fingers crossed, I'll provide an update.

[Muralidharan BS · Accepted solution]

Hi There,

The table is sys_cs_conversation, this is the place were a record is created as soon as you start the conversation. The scheduled jobs looks for this and abandon after the specified inactivity time.

Here is a article which I wrote on timeout setting, which may be helpful - 

https://community.servicenow.com/community?id=community_article&sys_id=1453b03bdbaad0109e691ea668961929

Thanks

[Feddy]

https://community.servicenow.com/community?id=community_question&sys_id=4d4a2ae61b9a6490ed6c9979b04bcb6c


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