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

[Yasmin]

Thank you for the details Murali. It helps. 
In regards to the records in "Work In Progress" after the scheduled job has ran, I submitted a I ticket, this seems to be known error PRB1415833.

[Muralidharan BS]

Thanks Yasmin, 

I can see that in Quebec fixes - https://docs.servicenow.com/bundle/quebec-release-notes/page/release-notes/quality/quebec-security-notables.html

It says the job fails because of the duplicate entry in conversation task table. Did you find any duplicates in the table. 

[oelrafik]

Hello Yasmin, 

Hope all is well, may I ask if you had gotten feedback or a work-around for these "straggler" interactions not being timed-out by the Scheduled Job? We have a few with State Work In Progress and Virtual Agent is False that have also passed their expected time-out range. 

Did you move to Patch 7 for Paris? Did it remedy it for you, or did you have to close the interactions yourself? 

Thank you in advance. 

[Yasmin · Accepted solution]

Hi Murali,
Looks like it will be solved in Quebec. We were advised to create a daily scheduled job to mark open Interactions as Closed Abandoned for all conversations faulted. We are testing this workaround this week and seems to be working.