I am writing reports on chat usage, using SQL Server. Based on what I’‘m seeing in the admin console’'s reports, I was interpreting jlaSession.state as follows:
CASE
WHEN ss.state = 0 then ‘‘Customer Left Queue’’
WHEN ss.state = 1 then ‘‘Chat Request Not Accepted’’
WHEN ss.state = 2 then ‘‘Chat Request Handled by Agent’’
END
How accurate is this? I am sure this will become a very important performance metric when we get this rolled out. The reason I ask is that I ran a test session which sat in queue for what seemed like more than a minute, during which time there were four available agents to whom it could have been successively routed, at 20 seconds apiece. None of them picked up, and so I finally ended my own session, receiving the standard pop-up of: “Are you sure you want to leave the queue?” But when I went into view the row in my new staging table, it was flagged as state = 1, and the Admin Console report had it flagged as “No agent picked up request”. I ran another test, where I left the queue in <10 seconds, and then it was appropriately flagged as state = 0, with the AC report showing “User left queue”.
So, what is the logic behind how jlaSession.state is set? Is there a certain amount of time past which the user leaving the queue is disregarded, and FastPath simply attributes it to the agents not picking it up?