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

miriamberge
Tera Guru

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!

 

1 ACCEPTED SOLUTION

Muralidharan BS
Mega Sage
Mega Sage

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

View solution in original post

5 REPLIES 5

rahulpandey
Kilo Sage

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
Kilo Contributor

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
Mega Sage
Mega Sage

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

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


Please visit this question and give me your inputs.
Any help would be much appreciated