We did some analysis and found that the issue is that the message "customer has disconnected, please wait for the customer to connect again" is not appearing after 30 seconds which led to a belief that the Chats are ending abruptly.
Naveen Regalla - Thanks for following up in this thread.
Yes, it looks like the chat sessions/conversations weren't actually ending, even though it would certainly have appeared that way to the customer service agents. Customers were ending the sessions intentionally (e.g., by closing their browsers), but as you wrote above, the appropriate system message about this wasn't being displayed to the agents, so it was a logical assumption that something was broken. We're providing a chat server hotfix for this (HFix-49481) and deploying it to the cloud for chat cloud users. The fix will ensure that the correct message is displayed to the agent if/when the customer ends the chat session by closing their browser, so the agent knows what's really going on.
Thanks for the confirmation. Oddly, this issue is happening only when the Chat request is coming from a different network/domain from where the Agent is logged in to PEGA.
The current behaviour of the CHAT server indicates that it'll wait for 50 seconds before closing the chat in the below scenarios.
1. Customer closed the browser/tab. However, This is being recorded as a network issue under disconnect reason in chat server logs for that Chat ID, which doesn't seems to be the correct reason for chat closure. Correct me if I'm wrong.
2. When customer has real network issues, the disconnection reason is network issue, which is perfect.
It would be great to know, if the server closes the chat immediately once the customer closes their browser/tab upon deploying this hotfix.
Any documentation related to this topic would help us to explain the behaviour of chat server to our client.