Virtual Agent Interactions Records

[Yasmin]

Hello, Need some clarification on the fields in the Interactions table.
When reviewing the VA interactions table, I notice that the Virtual Agent Column says "false", whereas the Assign To column says "Virtual Agent". According to docs the Virtual Agent column flag "indicates whether the conversation is for Virtual Agent: true or false. A Virtual Agent conversation is flagged when a requester selects a conversation topic or when the topic discovery process starts the appropriate conversation." 

I would expect for the Virtual Agent column to be "true" when the user has a conversation only with VA, and false when the user connect to live chat. Is this correct?

On the other hand, I see that when the user connects to live chat (we use Connect Chat), the Virtual Agent column is set to "true" but the assigned to column still says "Virtual Agent" shouldn't it say the live agent's name?

Lastly, there are records that are more than 5 days old and still show in status "Work In Progress" even though the VA or live chat session has ended. Shouldn't they be "Closed complete" or "Closed abandoned"? we have a job scheduled to run every 12 hours.

Here's a screenshot of records we are seeing:

Appreciate your inputs.

Yasmin

[Pranesh072]

When user opens up VA from portal, VA will send some greeting messages at that time an interaction record is created till then virtual agent field is false.

When user types something to virtual agent then is field changes to true.You can verify by checking transcript field.

and after that when user initiate connect then same record is updated and connect chat is set to true.

So if you had opened VA any time and didn't type anything then there will be a interaction with state as work in progress.

[Mark Roethof]

Hi there,

Have you changed the out-of-the-box Scheduled Job which handles abandoned conversations? Can you verify the changes on this and if it's running correctly? Or what if you run it manually?

Because indeed - out-of-the-box - such conversations should have been cancelled after 24 hours.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Yasmin]

Hi Mark, 

We are looking into this. Developer verified the job to be running, and it is. Somehow, it seems to be skipping a few records. 

[Muralidharan BS]

Hi Yasmin,

You have to filter closed complete and compare both the columns. Work in progress chat will not give right picture. 

I initiated 3 chats and completed below, All show the right picture.

In the record 59, I used both VA and Live agent so shows true for both. In all the cases the assigned to will be VA, to know the agent name, you can either look at the updated by or go to the chat_queue_entry to know the complete details.

Also, reg the scheduled job, check the chat_queue_entry table if there is an entry and is active for the respective conversation then the record will be ignored by Scheduled job. 

And finally if initiate a chat and I dont interact with it, both will be false. To get more details on what user has done, you can take a look at the channel metadata record (sys_cs_conversation). 

Thanks