E-MCF: Customer Chat is Not Disconnecting (or being Notified) When Agent is Disconnected from Chat
(Doc ID 2370104.1)
Last updated on JUNE 06, 2019
Applies to:PeopleSoft Enterprise PT PeopleTools - Version 8.55 and later
Information in this document applies to any platform.
CRM 9.2 with IMAGE 13
Agent is in a chat conversation (with an employee/customer) and disconnects from UAD toolbar. Agent tries to re-open the chat window to continue the conversation but it is not possible.
Moreover, the employee is not informed that agent got disconnected.
If chat ends up in halfway state where one side can talk and the other can't, the expectation is that chat should either end with notification or be re-connectable.
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