When transferring a VA user to a Live agent, the originating topic never gets marked as complete

[Drothery]

The Virtual Agent Dashboard has a metric of topic completion based on whether the "End" node was reached.

The problem here is we often have pathways through a topic that need to transfer to an agent (intentionally) - and even though that may well be the last thing the topic does, because it never gets to the end node that goes down as an incomplete topic on the dashboard.

This essentially makes the metric useless, and hoesntly is causing us issues because management just see a huge percentage of incomplete topics.

Anyone know of a solution to this?

[Ratnakar7]

Hi @Drothery ,

You can write below script with 'Script Action' utility in your originating topic after live agent option to complete the conversation/interaction. 

(function execute() {
 vaSystem.endConversation();
})()

Thanks,

Ratnakar

[StefanoZ]

But this does not cover the scenario where the conversation is still stucked on the switched topic (or topic block) so it it still not back to the originating flow. Right?

How can declare the originating topic completion when conversation is stucked inside the called object (switched topic/topic block) . Conversation will never reach the point where your Script action utility will be placed.

[ipbased]

I do have the same question.
I would really like to complete a conversation in a topic block after the transfer to a live agent.
Right now many of my conversations are incomplete because of the transfer top a LA in af topic block.

[Drothery]

I came up with a solution to this, It's not ideal but it does the job.

We came up with the idea of an intended transfer. Our definition was simply:

• If a VA topic was unable to help, i.e the user responded that the provided guidance/KB did not help - That is a standard transfer and we expect to see that topic incomplete (it didn't finish the job afterall).
• When we specifically program into a topic a path that transfers to a live agent, with no other guidance (maybe one specific error message amongst a whole bunch of other guidance, where a Live Agent is required) The topic has not "failed" - This should be marked as complete.

To achieve this I did a few things.

• Create a custom LiveAgent context variable (named: intendedTransfer)
• When transfering a Live Agent in the case where the topic failed to help, just do this in the normal way. (topic will show incomplete)
• When transfering in an intended manner, instead of actually initiating the Agent transfer - I simply set that context variable to true. - then go to the end of the topic. This makes that topic reach the end node and will show as "Complete" on the dashboard.

I then modified the "Anything Else" setup topic. As that topic is going to run immediately after the previous one, before it asks "Is there anything else i can help with" - I check That 'intendedTransfer' context variable, and if true, I do the Live Agent transfer here instead.

This way, my originating topic gets marked as "Complete" and instead it is "Anything Else" that doesn't finish (but i don't care about that)