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Log Quality - Agent Conversations Marked as Being Sent by the Bot (Doc ID 2520862.1)

Last updated on JANUARY 03, 2020

Applies to:

Mobile Cloud Enterprise - Version 17.4.1 and later
Information in this document applies to any platform.


This is a log improvement enhancement request that will address the following situation:

In certain instances we see phrases returned by the Agent marked as being sent by the BOT
- In the following example, lines 1 and 3 are lines from the BOT, whereas lines 2 and 4 were actually returned by the Agent

bot: Thank you for the details.
bot: I can see that the parcel has been delivered today near 20 meters from your address at I would request you to confirm once with your neighbors might they have
collected it on behalf of you.
bot: Is there anything else I can help you with?
bot: I'm now concluding this chat as I have provided all the details and information available with me and taken all the necessary actions. Please don't hesitate to contact us if you have
any further queries.Thanks for contacting Hermes, goodbye.

This appears to have happened because the user has chatted to two different agents in the thread
- The problem it causes is that its confused our agents and analysts as they are not identifying correctly where the communication is originating.


#Agent 1 (also marked as a BOT line when its actually the Agent)
bot: Hi, my name is yyyy. How may I help you?

#Agent 2
[01:02:46 PM]Hi, my name is xxxx. How may I help you?



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