ChatServer:settings:stop-abandoned-interaction

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Published Option

stop-abandoned-interaction

Default Value: never
Valid Values: always, never, noagents, noanswer
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies how Chat Server handles chat interactions (in Interaction Server) when the chat session is finished. Possible values:

• always: interactions are always stopped when the chat session is finished (not recommended value).
• never: interactions are never stopped by Chat Server (recommended value).
• noagents: interactions are stopped only if there are currently no agents or supervisors in the session (use value wisely).
• noanswer: interactions are stopped only if no agents ever joined the session - in other words, the session was never answered (use value wisely).

Note: When the chat session is closing, it ignores the presence of bot participants when evaluating this option (in other words, bot participants are not considered "agents"). The legacy "true" and "false" values are also supported and converted to new values as following:

• "false" is interpreted as "never"
• "true" is interpreted as "noanswer"

By default, Chat Server does not stop any interaction after the chat session is finished. Instead, Chat Server updates the IsOnline interaction property to false and attaches reporting statistics. If your deployment includes Genesys Info Mart reporting, Genesys recommends that you set the value of this option to "noanswer", to enable accurate reporting of abandoned chats. In all other deployments, Genesys recommends that you set the value of this option to "never", and have the agent desktop and/or a workflow stop the interaction. Values other than "never" must be used cautiously, as stopping the interaction from Chat Server may lead to conflicts with updates from the agent desktop.

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