message-close
Section: inactivity-control
Default Value: Chat session closed due to inactivity of chat participants.
Valid Values: Any string
Changes Take Effect: Immediately
Specifies the message sent to chat participants upon expiration of the timeout specified by the option "timeout-close".
If an empty string is specified, no message is sent.
timeout-close
Section: inactivity-control
Default Value: 45
Valid Values: Any integer from 1-86400
Changes Take Effect: Immediately
Modified: 8.5.301.06
Specifies, in seconds, a timeout that starts after "timeout-alert" or "timeout-alert2" (if specified) expires. If any qualifying activity occurs, (see "timeout-alert" or "timeout-alert2" for a description of what qualifies as activity), the timeout stops and both "timeout-alert" and "timeout-alert2" timers are reset. If qualifying activity does not occur, Chat Server:
- Sends the IDLE_CONTROL_CLOSE notice with a message specified by the value of the "message-close" option.
- Closes the chat session.
message-alert
Section: inactivity-control
Default Value: Chat session will be closed soon due to inactivity of chat participants.
Valid Values: Any string
Changes Take Effect: Immediately
Specifies the message sent to chat participants upon expiration of the timeout which is specified by the option "timeout-alert".
If an empty string is specified, no message is sent.
timeout-alert
Section: inactivity-control
Default Value: 255
Valid Values: Any integer from 1-86400
Changes Take Effect: Immediately
Modified: 8.5.301.06
Specifies an inactivity alert timeout, in seconds. The inactivity timeout is set (or reset) for a session after any of the following activities: chat participant joined or left, chat participant sent a message or a notice (as defined by "include-notices"). If no qualifying activity is detected during this timeout, Chat Server:
- Sends the IDLE_CONTROL_ALERT notice with a message specified by the value of the "message-alert" option.
- Starts the timeout specified by the value of the "timeout-alert2" (if specified) or "timeout-close" option.
enabled
Section: inactivity-control
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Enables (true) or disables (false, the default) chat session inactivity control by Chat Server.
For active sessions, enabling or disabling of inactivity control takes effect only after some activity of chat participants occurs,
or after the current inactivity timeout (specified by the "timeout-alert", "timeout-alert2" and "timeout-close" options) expires.
Inactivity Monitoring
Overview
Inactivity monitoring is a Chat Server functionality that allows closing a chat session if there is no activity by chat participants after a certain period of time.
Inactivity monitoring is configured in the inactivity-control section. To enable this functionality set the enabled option to true.
If inactivity monitoring is enabled, it works as following:
- Chat Server carries out inactivity monitoring only if at least one customer and one agent are participating in the chat session.
- If there is no activity during the time specified by timeout-alert, Chat Server issues a warning comprising the text specified by message-alert. The default warning is "Chat session will be closed soon due to inactivity of chat participants."
- If there is no activity for another timeout-close seconds, Chat Server issues a notification consisting of the text specified by message-close and closes the chat session (and removes all participants from it). The default notification is "Chat session closed due to inactivity of chat participants."
- If any activity occurs, Chat Server resets both of the timeouts. Activity means any activity in the chat session that is visible to all participants—so, for example, coaching messages between agents do not count as chat activity.
Configuration per Session from Workflow
There is a possibility to set a different inactivity control configuration for different chat sessions. In order to facilitate it, the workflow (i.e. ORS/URS strategy) must send the IdleControlConfigure ESP request. Upon receiving such request for an ongoing chat session Chat Server:
- Modifies inactivity control parameters for a given chat session.
- Resets current inactivity control timers if any are currently enabled.