[NEW] Catch AgentDisconnect and Send AgentDisconnect Event #82

AlexanderKanakis · 2022-10-11T12:59:37Z

…essage

ear-dev · 2022-10-11T14:46:42Z

enum/Analytics.ts

+	[EventName.ESCALATION_FAILED_DUE_TO_DISCONNECTED_AGENT]: {
+		category: EventCatagory.ESCALATION,
+		eventType: EventType.SESSION,
+		action: 'failed',


I wonder if this should be a unique action, since it's not really a failed escalation. It's more like "interrupted" maybe. In order to do that however we'll need the Pixel team to sign off on a new action. I can work on that.

ear-dev · 2022-10-11T14:52:11Z

I'd like to make sure that this is handling mid conversation interruptions with a live agent during a successful escalated session. Can you point out please, for my own edification, which lines in the PR are checking for the message type: "AgentDisconnect" from the SF response body?

ear-dev · 2022-10-11T14:54:05Z

helperFunctions/subscribeHelpers/InitiateSalesforceSessionHelpers/CheckChatStatusHelper.ts

 					} else if (isChatAccepted === false) {
 						const isChatRequestFail = checkForEvent(messageArray, 'ChatRequestFail');
 						const isChatEnded = checkForEvent(messageArray, 'ChatEnded');
+						const isAgentDisconnected = checkForEvent(messageArray, 'AgentDisconnect');


What is this condition exactly..... "isChatAccepted"? Is this during an initial escalation? And if so, is there actually such a thing as AgentDisconnected before a session is actually instantiated with a real live agent?

#82 (comment)

ear-dev · 2022-10-11T14:54:56Z

helperFunctions/subscribeHelpers/InitiateSalesforceSessionHelpers/CheckChatStatusHelper.ts

 							}
 							await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(this.technicalDifficultyMessage);
 							return;
+						} else if (isAgentDisconnected === true) {


In this case can you show me where isAgentDisconnected was set?

Apps.Salesforce.LiveAgent/helperFunctions/subscribeHelpers/InitiateSalesforceSessionHelpers/CheckChatStatusHelper.ts

Line 123 in d1615f7

const isAgentDisconnected = checkForEvent(messageArray, 'AgentDisconnect');

ear-dev · 2022-10-11T15:13:21Z

Lets use a new category for this please:

"Agent Disconnect": [
{"triggered": []} <- SF.app?
],

AlexanderKanakis · 2022-10-11T15:51:50Z

I'd like to make sure that this is handling mid conversation interruptions with a live agent during a successful escalated session. Can you point out please, for my own edification, which lines in the PR are checking for the message type: "AgentDisconnect" from the SF response body?

In most cases we will be seeing AgentDisconnect from subscribeToLiveAgent() which tracks messages mid conversation.

The one exception is the case where the chat with the liveagent is established but there is a disconnection right before an automated liveagent 'auto greeting' is sent right after escalation, which is handled in checkCurrentChatStatus().

ear-dev · 2022-10-11T17:21:05Z

enum/Analytics.ts

 		},
 	},
+	[EventName.AGENT_TRANSFER_FAILED_DUE_TO_DISCONNECTED_AGENT]: {
+		category: EventCatagory.AGENT_TRANSFER,


Category: Agent_Disconnected, not Agent_Transfer, right?

ear-dev · 2022-10-11T17:21:47Z

enum/Analytics.ts

 	AGENT_TRANSFER_SUCCESSFUL = 'agent_transfer_successful',
 	CHAT_CLOSED_BY_AGENT = 'chat_closed_by_agent',
 	CHAT_CLOSED_BY_TIMEOUT = 'chat_closed_by_timeout',
+	AGENT_TRANSFER_FAILED_DUE_TO_DISCONNECTED_AGENT = 'chat_closed_due_to_disconnected_agent',


This is an agent disconnected event, not an agent transfer event? And, what we see in the field is that after an agentDisconnect message type is recieved, it is generally the case that the conversation gets transferred to another agent, not that the chat is closed. However, in this PR we are not describing the 'transfer' that occurs yet, we just want to be capturing the disconnect when it happens.

So..... 'chat_closed_due_to_disconnected_agent' is not necessarily accurate here. Maybe something like "agent_disconnected_mid_chat" is more accurate?

We currently have some chatclosed handlers after we catch a message with AgentDisconnect type. Do we want to remove them?

We currently have some chatclosed handlers after we catch a message with AgentDisconnect type. Do we want to remove them?

Is that true? In production we see many AgentDisconnected events (looking at debug SF response logging) and those conversations are generally routed to another agent and continue. Are you saying that it looks to you like our SF.app should be closing sessions when it sees the AgentDisconnected flag?

@ear-dev Clarifcation. I added them in this PR. Removed them later, as per @Shailesh351 instructions.

Shailesh351 · 2022-10-13T08:48:10Z

enum/Analytics.ts

 	},
+	[EventName.AGENT_TRANSFER_FAILED_DUE_TO_DISCONNECTED_AGENT]: {
+		category: EventCatagory.AGENT_DISCONNECTED,
+		eventType: EventType.SESSION,
+		action: 'triggered',
+		properties: {
+			failure_reason: 'livechat agent disconnnected',
+		},
+	},


AGENT_TRANSFER_FAILED_DUE_TO_DISCONNECTED_AGENT It's not actually Agent Transfer FAILURE, right? As @ear-dev mentioned we are receiving this message when the salesforce agent transfers chat to another salesforce agent

@AlexanderKanakis to clarify..... in the case of this AgentDisconnected event, we don't know and are not reporting anything about the state of the chat, the ONLY thing this event is meant to convey is that we received an 'AgentDisconnected' message type from salesforce.

If the chat was also closed, I am hoping that we'll catch that event somewhere else. If the chat was transferred to another agent, I'm hoping we'll catch that event somewhere else..... etc.... thanks.

However..... is it possible to use a property or action in this event? If we have the information it might be a good way to go..... i.e. 'action == chatTransferred or chatEnded'? @Shailesh351 do we have that information at the time we are trying to throw this event?

Shailesh351 · 2022-10-13T08:49:33Z

helperFunctions/subscribeHelpers/InitiateSalesforceSessionHelpers/CheckChatStatusHelper.ts

+							await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(
+								CloseMessages.CHAT_CLOSED_DUE_TO_DISCONNECTED_AGENT,
+								EventName.AGENT_TRANSFER_FAILED_DUE_TO_DISCONNECTED_AGENT,
+							);


This will close the chat, right? As @ear-dev mentioned we are receiving this message when the salesforce agent transfers chat to another salesforce agent. So it will just close the chat in between.

- Removed AgentDisconnected from Error Logs, as it is not an error - Removed unnecessary close chat functionality when agent is disconnected

ear-dev · 2022-10-14T13:53:05Z

@AlexanderKanakis can you resolve the new conflicts please? Probably due to having merged your other PR. Thanks.

ear-dev · 2022-10-18T15:03:08Z

I will test this today.... @Shailesh351 when you have time please take a final look.

ear-dev · 2022-10-19T19:59:30Z

helperFunctions/subscribeHelpers/SalesforceAgentAssignedHelpers/HandleEndChatCallback.ts

 				console.log(InfoLogs.LIVEAGENT_SESSION_CLOSED);
-				await this.modify.getUpdater().getLivechatUpdater().closeRoom(room, 'Chat closed by visitor.');
+				if (closeMessage) {
+					await this.modify.getUpdater().getLivechatUpdater().closeRoom(room, closeMessage);


if this is where we are closing a room, we should also at some point be sending an event for:
"Chat Session": [
{"closed": [
{"close_method": "liveagent_disconnected"} <- SF.app
]}]

I am confused, I thought that we are not closing the room in the case a liveagent is disconnected.

ear-dev · 2022-10-19T20:08:08Z

helperFunctions/subscribeHelpers/InitiateSalesforceSessionHelpers/CheckAgentStatusCallback.ts

+		if (eventName) {
+			this.modify.getAnalytics().sendEvent(getEventData(this.data.room.id, eventName));
+		}
+		await handleEndChatCallback.handleEndChat(error);


@AlexanderKanakis In this PR it still looks like we are closing the chat when we receive the AgentDisconnected flag. We should not be doing that because Salesforce itself will instead route the visitor to a new agent if one is available. Can you fix please?

@ear-dev I did catch a missed case where the room is closed when the agent is disconnected, but it was from here:

Apps.Salesforce.LiveAgent/helperFunctions/subscribeHelpers/SalesforceAgentAssignedHelpers/SubscribeToLiveAgentHelper.ts

Line 78 in ad13d93

await handleEndChatCallback.handleEndChat(CloseMessages.CHAT_CLOSED_DUE_TO_DISCONNECTED_AGENT);

Are you sure that there are cases we close the chat on AgentDisconnect through checkAgentStatusCallbackError()?

@AlexanderKanakis it looks like you found the spot where we were closing the chat? So this is resolved?

ear-dev · 2022-10-20T14:35:51Z

@AlexanderKanakis I just tested your latest, and I'm seeing another issue. It is not closing the chat on the widget side any more, so that is good, but the session itself is still getting disconnected when we receive the AgentDisconnected flag. However, the session still gets transferred to a new liveagent in Salesforce, which is the correct behavior. So still, we messed something up here. Have you tested this with two agents logged in? Can you fix please?

If you run the test with the current master branch, and two logged in agents, you will see the correct behavior. Thanks.

AlexanderKanakis · 2022-10-20T17:42:54Z

The conditional block checking for AgentDisconnect prevented the app from updating correctly. Moved the check to a more appropriate function where it does not interrupt the subscribeToLiveAgent functionality.

ear-dev · 2022-10-31T13:24:04Z

@Shailesh351 it looks like we need to fix the conflicts please. Did you have a chance to review again?

Oh shoot...... I had asked @bhardwajaditya to look at this.... @bhardwajaditya do you have time for this? thanks.

…LiveAgent into catch_agent_disconnect

bhardwajaditya · 2022-10-31T19:01:27Z

@ear-dev fixed the conflicts for this one

ear-dev

I tested this and it looks good.

Catch AgentDisconnect response and send appropriate event and close m…

d1615f7

…essage

AlexanderKanakis linked an issue Oct 11, 2022 that may be closed by this pull request

[SNS Logging] New SF event for message type=AgentDisconnect WideChat/Rocket.Chat#1316

Closed

ear-dev reviewed Oct 11, 2022

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ear-dev requested a review from Shailesh351 October 11, 2022 14:52

ear-dev reviewed Oct 11, 2022

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AlexanderKanakis added 3 commits October 11, 2022 18:19

Changed agent disconnected event category and action

43e6a3e

Fixed lint

3ee8ee7

removed debug code

c718e51

ear-dev reviewed Oct 11, 2022

View reviewed changes

Fix agentdisconnect event name and category

d034c4d

Shailesh351 reviewed Oct 13, 2022

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- Refined AgentDisconnected event name

ad13d93

- Removed AgentDisconnected from Error Logs, as it is not an error - Removed unnecessary close chat functionality when agent is disconnected

ear-dev requested changes Oct 19, 2022

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ear-dev reviewed Oct 19, 2022

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Remove uncaught endchat when liveagent is disconnected

8f6ab51

Moved AgentDisconnect catch to messageFilter

8751730

ear-dev requested a review from bhardwajaditya October 31, 2022 14:54

Merge branch 'master' of https://github.com/WideChat/Apps.Salesforce.…

080c6ae

…LiveAgent into catch_agent_disconnect

lint fix

eee5b0f

ear-dev approved these changes Oct 31, 2022

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ear-dev merged commit 56a7316 into master Oct 31, 2022

[NEW] Catch AgentDisconnect and Send AgentDisconnect Event #82

[NEW] Catch AgentDisconnect and Send AgentDisconnect Event #82

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ear-dev commented Oct 14, 2022

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