Symptom / Need

Reporting inconsistency: There are differences in chat interaction reports, reflecting that chats are ended in times that do not correspond to the actual attention.

ID mismatch: When cross-referencing the data from Report "1. Chats" with Report " 8. Chat agent step" , the chat Dashboard or the CDR reports, the chat identifier does not match the initial registered ID.

Context / Scenarios

This inconsistency affects the synchronization between the Chat Dashboard, the "1. Chats" Report, the "8. Chat Agent Step" Report, the Dagram Reports "CDR Routing Interactions and Chatbots" Report 9, and the CDR database.

In what cases does it occur?
Reactivation due to inactivity: This occurs when a chat is automatically closed due to inactivity and the client interacts again some time later (for example, after more than 2 hours have passed between two messages).

Asynchronous ID update: When the conversation is reactivated, the system does not immediately renew the session_id in the bot or the CDR, but subsequently assigns a different session_id only for the chat report in the agent.

Answer / Solution

Step 1: Diagnosing the Inconsistency

1. Access Chat Report 1 , the Chat Dashboard, and Dagram Reports Report 9 "CDR Routing interactions and chatbots" .
2. Perform the filter and compare interactions using the interaction date and the customer's phone number.
3. Time lapse verification: Confirms if the session_id does not change in the Chatbot after more than 2 hours have passed between two messages, and subsequently changes the session_id only in the chat report in agent.
4. If this behavior is validated, the presence of the incident in the routing process is confirmed.

Technical Escalation

Escalation to Level 3: Escalate the case directly to the Core team, attaching the comparative tests and verifications performed.

Minimum Required Information

To escalate the case to Level 3, gather the following information:

• Date and phone number of the interaction.
• Comparison between Report 1 (Chats), the Chat Dashboard, Report 8 (Agent Step) and Report 9 from Diagram reports.
• Sample of IDs where the session_id was not updated in the CDR after reactivation.

Take into account

Clarification of Report 8 ("Agent Step"): For a correct diagnosis, it should be noted that the report "8. Chat step agent" only shows the chat IDs that remain in the bot and does not include those that are transferred to an agent.