Chat Session Failure Scenarios

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In all of the below failures, an integrated agent is logged in with an active customer chat session.

Contents

Application Server Failure

  • Customer will be notified that messages sent after failure were lost, and to start a new session.
  • If the Application Server comes back online quickly, the customer will simply be asked to start another chat.

2.5.ChatSessionDead.png

  • If the Application Server takes more than a few minutes to return, the customer will be informed of connection issues.

AppServerdead.png

  • The agent will receive various pop-ups errors depending on what part of the agent console they try to access.

SysEncounteredADelay.png

NoLonger.png

3.Crash.png

Application Server Restored

  • When the agent logs back in, they will receive a "Session in Progress" pop-up

5.SessionInProgressOnLogin.png

  • Chat history will be lost, and the Agent will be incorrectly told that session is still active.

6.InaccurateMessage-NotActiveAnymore.png


Services Server Failure

  • Agent and Customer can still communicate via chat! Chat session is shown as still in progress in the database.
select b.contact_point_data,a.queue_name,b.activity_id,b.activity_status,b.activity_sub_status,c.login_ip,b.assigned_to,b.when_created,c.user_name,c.screen_name
FROM egpl_routing_queue a, egpl_casemgmt_activity b, egpl_user c with (nolock)
WHERE a.queue_id=b.queue_id AND
b.assigned_to=c.user_id AND
b.activity_type=2000 AND
b.activity_status <> 9000 AND
b.activity_sub_status NOT IN (9100,9200)
ORDER BY b.when_created ASC

ChatInProgress.png

  • Complete chat. Chat session is shown as completed in the database.
select b.contact_point_data,a.queue_name,b.activity_id,b.activity_status,b.activity_sub_status,c.login_ip,b.assigned_to,b.when_created,c.user_name,c.screen_name
FROM egpl_routing_queue a, egpl_casemgmt_activity b, egpl_user c with (nolock)
WHERE a.queue_id=b.queue_id AND
b.assigned_to=c.user_id AND
b.activity_type=2000 AND
b.activity_id=1347

ChatCompleted.png

  • Agent will not be able to handle other activities or receive new activities. Note how the buttons are greyed out for this email response.

ReplyGreyed.png

  • Agent must log out.

Services Server Restored

  • Log agent back in. The previous chat completion was successful, and agent is able to continue with new/existing activities.

ReplyRestored.png


Messaging Server Failure

  • Similar to Application Server Failure
  • Agent and customer messages not exchanged. Note the triangle next to chat status.

7.MessagingStopped.png

Messaging Server Restored

  • Messages sent while Messaging server was down are lost, but chat session is re-established and can continue. Note the green circle next to chat status.

7.5.MessagingStarted.png


Messaging AND Application Servers Failure

  • Similar to Application Server Failure
  • After the servers have failed, try to load one of the information tabs, such as Case. Information will not load, and the agent desktop will time out.

8.MessagingAndAppServerStopped.png

Messaging AND Application Server Restored

Same as Application Server Restored from above.

  • When the agent logs back in, they will receive a "Session in Progress" pop-up
  • Customer is told that the session has been lost.
  • Chat history will be lost, and the Agent will be incorrectly told that session is still active.

Messaging AND Application AND Services Servers Failure

  • Combination of the above scenarios.
  • Chat session status in agent console changes to triangle

9.AppSvcMsgStopped.png

  • Agent's IE title bar starts flashing "A connection could not be established with the server"

9.1.ConnectionFlashing.png

  • Chat status will state "Customer not connected" and change to a red square.

9.5.RedSquare.png

  • The customer will be informed of connection issues.

AppServerdead.png

Messaging AND Application AND Services Servers Restored

Same as Application Server Restored from above.

  • When the agent logs back in, they will receive a "Session in Progress" pop-up
  • Customer is told that the session has been lost.
  • Chat history will be lost, and the Agent will be incorrectly told that session is still active.

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