Repeated Chat(Chat Loop)

[ajayku14]

Hi All,

In our environment, We are facing issues for chats, Some times chats are getting repeated or same chat getting looped to multiple agents(2 to 3 Agents) until the chat transcript send to end customer. Because of this Agent AHT is showing incorrect.

How to identify from IWS logs weather agent doing mark done properly or not.
Can anyone help me how to resolve this issue or why this issue occurs.

Thanks
Ajay.

[Kubig]

You have to set the properly logging level for IWS (all channels on debug , with except ChannelService, etc.). After that you will see if the agent marked the interaction as done. You can of course find out the root-cause within eServices logs (chat, ixn, ucs)

[cavagnaro]

Check URS logs, why IWS? There must be something wrong in your strategy

Enviado de meu E6633 usando Tapatalk

[ajayku14]

Hi Kubig,

It would be great if you provide me the exact keyword to search in IWS logs.

@cavagnaro,

Issue is not for all chats, it's happening intermittently. If it's strategy issue it may happen to for all chats.
Please correct me if I am wrong.

Thaks
Ajay

[cavagnaro]

Will depend on your strategy. Might be a specific scenario. I don't see how IWS could be the origin of that. You need to understand how those chats end up being routed. My guess is you forgot stop object on the target object on your strategy

Enviado de meu E6633 usando Tapatalk

[Kubig]

It can be caused on WDE level - for example if the agent does not accept the incoming chat in specify timeout, etc.

[cavagnaro]

Jummm...what he mentions is quite different

Enviado de meu E6633 usando Tapatalk

[daniel_san]

[quote author=ajayku14 link=topic=10028.msg45486#msg45486 date=1482139308]
Hi All,

In our environment, We are facing issues for chats, Some times chats are getting repeated or same chat getting looped to multiple agents(2 to 3 Agents) until the chat transcript send to end customer. Because of this Agent AHT is showing incorrect.

How to identify from IWS logs weather agent doing mark done properly or not.
Can anyone help me how to resolve this issue or why this issue occurs.

Thanks
Ajay.
[/quote]

Take a look on WDE Logs.

Look for "Start Execution of Chain of Command" including chat like... "Start Execution of Chain of Command InteractionChatAutoClose".

Here you will see what is happening with interactions on WDE.

Regards.

[ajayku14]

I have checked in the logs, We are getting ISONLINE(We have already added stop processing block if the ISONLINE value is 0) value always returns 1 even after customer disconnects the chat, because of this reason chats again routing to other agents. I have compared good and bad scenario in the chat server logs, for the bad scenario we are getting "sessionStatus" value changed to "Over" first when ever agent disconnects the chat, after that immediately the "sessionStatus" value changed to "Live" and chat routes to another agent but in Good scenario once "sessionStatus" value changed to "OVER", chat receives  "EventStoprocessing" from interaction server and then chat transcript sends.

can anyone help me how to resolve this issue or any idea how to return ISONLINE value to "0" once agent disconnects the chat.

Thanks
Ajay