Enabling interaction operator cleanup in IVA for Web Chatbot

Save system resources by configuring the MultichannelCloseExpiredInteraction background agent. For Pega Intelligent Virtual Assistant (IVA) for Web Chatbot, the agent periodically removes the interaction operators that expired or that have not had any activity in the last three days. By default, an interaction case is not closed and the interaction operator is not removed from the system when the session expires, for example, when a user closes the web browser with the chat window.

When a user interacts with IVA for Web Chatbot in an embedded chat window, the system assigns a unique operator identifier based on the template operator and the chat session is saved in an interaction case. By default, the MultichannelCloseExpiredInteraction background agent is disabled in Pega Platform.

  1. In the navigation panel of Dev Studio, click Records to display the Records Explorer.
  2. Click SysAdmin, and then click Agents.
  3. In the page, click the Pege-ProcessEngine ruleset name.
  4. In the row for the MultiChannelCloseExpiredInteraction agent, do the following steps:
    1. In the Pattern list, select Recurring.
    2. In the Mode list, select Advanced.
    3. In the Interval (sec) column, click Advanced.
    4. Select the start time and the recurrence of the cleanup.
      For example: To ensure that you save system resources, set up the operator cleanup agent to run once a day at 8am.
    5. Click OK.
    6. In the Category list, select Case management.
    7. In the Enabled column, select the check box.
    8. Expand the MultichannelCloseExpiredInteraction row.
    9. In the Advanced section, select the Run this agent on only one node at a time check box.
  5. Save the rule with the background agent to your application ruleset by clicking Save As.
What to do next: When you configure the MultichannelCloseExpiredInteraction background agent for a Web Chatbot channel, you must save an instance of the rule in your application ruleset.