Overview

To optimize database performance, the default pause duration for bot handover to an agent has been revised. Previously, this duration was set to indefinite, which negatively impacted the database. The new maximum duration has been set to 3 months. This document outlines the details of this change and provides guidance on its implementation.

Rationale for Change

• Database Performance Optimization: The indefinite pause duration caused an accumulation of unclosed conversations, straining the database resources and leading to performance issues.
• Operational Efficiency: A 3-month period is deemed sufficient for resolving customer queries. If a conversation remains unresolved beyond this period, it indicates a potential issue in the customer’s process that needs to be addressed.

Expected Benefits

• Improved Database Performance: Reduction in the number of indefinitely paused conversations will lead to better resource management and performance.
• Enhanced Customer Service: Encourages timely resolution of customer queries and highlights process inefficiencies in customer handling.