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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.

message-alert2

Section: inactivity-control
Default Value: Chat session will be closed very 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 configured as the value of the "timeout-alert2" option. If an empty string is specified, no message is sent.

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.

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.

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.

timeout-alert2

Section: inactivity-control
Default Value: 0
Valid Values: Any integer from 0-86400
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies the second 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-alert2" option.
  • Starts the timeout specified by the value of the "timeout-close" option.
Attention: Timeout will not be used if the specified value is zero.

message-alert2

Section: inactivity-control
Default Value: Chat session will be closed very 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 configured as the value of the "timeout-alert2" option. If an empty string is specified, no message is sent.

timeout-alert2

Section: inactivity-control
Default Value: 0
Valid Values: Any integer from 0-86400
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies the second 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-alert2" option.
  • Starts the timeout specified by the value of the "timeout-close" option.
Attention: Timeout will not be used if the specified value is zero.

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 enables inactivity monitoring only if at least one customer and one agent are participating in the chat session. If the inactivity monitoring is enabled in a chat session, then:
  • If there is no activity during the time specified by the timeout-alert option, Chat Server issues a warning comprising the text specified by the message-alert option.
  • If there is no activity for another timeout-alert2 seconds, Chat Server issues a warning comprising the text specified by the message-alert2 option. Note, that timeout-alert2 is activated only if the option value is greater then zero, otherwise the timeout-close is activated next.
  • If there is no activity for another timeout-close seconds, Chat Server issues a notification consisting of the text specified by the message-close option and closes the chat session (and removes all participants from it).
  • To suppress sending a message when any of the timeouts expire, set the corresponding message-xxx to the empty value. The empty message value does not disable the timeout itself.
  • If any activity occurs, Chat Server resets the current timer and reactivates the timeout-alert timer. 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.

Inactivity monitoring control is supported for the following components:

Component Minimum Supported Version Configuration
Chat Server 8.5.104.08 Disabled by default. Configured in the [inactivity-control] section.
Genesys Mobile Services 8.5.106.14 No special configuration needed.
Chat Widget 9.0.000.08 No client-side configuration needed.
Workspace Desktop Edition 8.5.109.25 No special configuration needed
Workspace Web Edition not supported n/a

If a component that does not support this feature is deployed in solution, inactivity monitoring control must be disabled in the Chat Server options to avoid chat session closure without notifying all current participants.

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.

Localization of System Inactivity Messages

Chat Server can be configured to send inactivity system messages in different languages.

Important
This functionality is supported only when Chat Server is configured with a single tenant.

How to Configure Languages

A language must be configured as Attribute Values of the Language in Business Attributes. An arbitrary number of languages with arbitrary names can be created.

Tip
Each attribute (language) has a name and a display name which can be different. Chat Server uses the attribute name and not the display name for this functionality.

Each attribute (language) can contain the following options in the Annex:

Section Option Mandatory Possible values Notes
code language optional ISO 639 code The value is converted to lowercase when read from configuration.
code country optional ISO 3166 code Only used if the language option is specified. The value is converted to uppercase when read from configuration.
code use-language-as-default optional true / false See How Chat Server Associates Sessions with Languages.
chat-server message-alert optional any string (can be empty) If specified, overrides the message-alert option's value for this language.
chat-server message-alert2 optional any string (can be empty) If specified, overrides the message-alert2 option's value for this language.
chat-server message-close optional any string (can be empty) If specified, overrides the message-close option's value for this language.

How Chat Server Associates Sessions with Languages

Each chat session in Chat Server can be associated with a language, configured as a business attribute. For each chat session Chat Server is looking for two special key-value pairs in the initial UserData:

  • GCTI_LanguageName. If it is present in the UserData, only this parameter is used. It must contain the name of the language business attribute. If such language business attribute does not exist, the configuration from Chat Server options is used for this session.
  • GCTI_LanguageCode. Only if GCTI_LanguageName is not present in the UserData, then GCTI_LanguageCode is checked. It must contain code in the language-country format (or language_country for backward compatibility). Chat Server parses this code into ISO language (value is converted to lowercase) and ISO country (value is converted to uppercase). Then Chat Server is trying to find the appropriate business attribute for this session as follows:
    1. The business attribute with exactly the same language and country, specified in the code section. If not found,
    2. The attribute with the same language and empty (or not specified) country. If not found,
    3. The attribute with the same language and any country code specified, however only among attributes which contain the use-language-as-default=true option.

How to Change Chat Session Language

A session language can be changed during the course of a chat session by:

  • Sending a request from the workflow.
  • Sending a system notice from the chat wigdet or an agent desktop with the configure-session action and user data with either GCTI_LanguageName or GCTI_LanguageCode.

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This page was last modified on October 12, 2018, at 10:37.