How to "Kill" offline sesions in chat/email

Genesys Cloud Routing
1

Hi All,

Hoping you can help me … The idea will be to use variables like that to evaluate is the session is online or not (offline) and then handle it properly.

Look this log

attr_itx_placed_in_queue_at [str] = "2016-07-19T02:06:41Z"
attr_itx_moved_to_queue_at [str] = "2016-07-19T02:06:41Z"
attr_itx_submit_seq [str] = "194358799"
attr_itx_place_in_queue_seq [str] = "194358799"
attr_itx_user_data [list, size (unpacked)=1292] = 
   'LastCalledAgent_EmployeeID' [str] = "ioioioioioi"
   'PhoneNumber' [str] = "99YYYXXXX"
   'LastCalledAgent_TimeStamp' [str] = "2016-07-19T02:02:48Z"
   'LastName' [str] = "UUUU"
   'LCA_EmplID_email' [str] = "ddddd"
   'IdentifyCreateContact' [str] = "3"
   'LCA_TimeStamp_chat' [str] = "2016-07-19T02:02:48Z"
   'EmailAddress' [str] = "[email removed]"
   'FirstName' [str] = "Prueba10"
   'ContactId' [str] = "0000BaBKS2UY4U0P"
   'question' [str] = "iuiuiui"
           .
           .
           .
        'IW_BundleUid' [str] = "ed46bd24-8c17-43f3-b87f-2435d5d8787f"
   'IW_CaseUid' [str] = "e5e66fa7-b78a-408f-bae1-1b29af197da7"
   'IW_EmbeddedBundleUid' [str] = "2c6eb8da-d629-42bb-92d5-fb187e723b90"
attr_itx_is_held [int] = 0
attr_itx_assigned_at [str] = "2016-07-19T02:06:49Z"
attr_itx_assigned_to [str] = "dddddddd"
attr_changed_prop [list, size (unpacked)=21] =

Q=====> ‘IsOnline’ [int] = 0

the question is… Is it possible to use variables that are not un UserData ? Or if other method is available please let me know

Thanks in advance

2

Check Sample Strategies. It is covered there

3

Assign the KVP to a variable and do a condition on this new variable. This should do it easily. (0= Offline, 1= Online, if I recall correctly…)

ex: 


intIsOnline = UData['IsOnline']
if ( intIsOnline == 1 ) then continue
else end interaction...

You can also do the condition on the KVP directly if you do not plan to use this key as a variable again.

4

Yeap, i review the samples and implement some logic using that …, but it seems not to be working.

I have Genesys Chat v8.1.

5

How is not working. Specifics and logs

Enviado de meu E6633 usando Tapatalk

6

Well, i see (using monitoring view of the IRD) that chat interacction gets “looped” several times before dissapear.

I have at the beginning of the strategy an IF block with the IsOnline attr value … Its supposed that if the chat on the client side is already ended the ixn must be closed … However it stays "looped"using resources from URS.

Maybe chat server uses sth like a default Keep alive ?? I look for the options, but dont see anything that looks to me like a keep-alive timeout parameter.

Abt Logs

Fresh sample, its routed to a agent in not ready state, then i close the customer chat window but the Ixn get in the loop , never ends …

AttributeUserData [list, size (unpacked)=1137] =
‘LastCalledAgent_EmployeeID’ [str] = “cmoscol”
‘PhoneNumber’ [str] = “vvvvvvvv”
‘LastCalledAgent_TimeStamp’ [str] = “2016-07-19T15:24:47Z”
‘LastName’ [str] = “sssssss”
‘LCA_EmplID_email’ [str] = “ssssalibman”
‘IdentifyCreateContact’ [str] = “3”
‘LCA_TimeStamp_chat’ [str] = “2016-07-19T15:24:47Z”
‘EmailAddress’ [str] = “jssssoa@esssscom”
‘FirstName’ [str] = “Javier19072016_1222”
‘ContactId’ [str] = “0000BaBKS2UY4U0P”
‘question’ [str] = “PEC”
‘LCA_TimeStamp_email’ [str] = “2016-07-12T19:55:47Z”
‘LCA_EmplID_chat’ [str] = “cmoscol”
‘ChatServerHost’ [str] = “sssssxxxx.ss”
‘ChatServerPort’ [str] = “7001”
‘ChatServerDBID’ [str] = “175”
‘ChatServerAppName’ [str] = “ChatServer810”
‘vIdCliente’ [str] = “561215”
‘vEstadoSesionChat’ [str] = “1”
‘vChatServicio’ [str] = “PEC”
‘vChatAgent’ [str] = “sssssssssss@SS.A”
‘IsHeld’ [int] = 0
‘InteractionId’ [str] = “0000UaBRE6100KT9”
‘TenantId’ [int] = 101
‘MediaType’ [str] = “chat”
‘InteractionType’ [str] = “Inbound”
‘InteractionSubtype’ [str] = “InboundNew”
‘InteractionState’ [int] = 2
‘IsOnline’ [int] = 1 <============================= When does this value should turn to “0” cero or Its manual update usingstrategy?

   'IsLocked' [int] = 0
   'Queue' [str] = "Inbound Chat"
   'SubmittedBy' [str] = "ChatServer810"
   'ReceivedAt' [str] = "2016-07-19T17:20:17Z"
   'SubmittedAt' [str] = "2016-07-19T17:20:17Z"
   'SubmittedToRouterAt' [str] = "2016-07-19T17:20:20Z"
   'PlacedInQueueAt' [str] = "2016-07-19T17:20:17Z"
   'MovedToQueueAt' [str] = "2016-07-19T17:20:17Z"
   'SubmitSeq' [str] = "196153428"
   'PlaceInQueueSeq' [str] = "196153428"
AttributeTimeinSecs [int] = 1468948820
AttributeTimeinuSecs [int] = 194028