Understood that the chat session ends only when visitor leaves the chat, not the agent.
But when the visitor sends another message sometime later after agent has left, the chat resumed. The Chat Duration resumed as well.
This 'extended' chat duration has been inaccurately computed in the Chat Duration reports.
Moreover, the latest message sent by visitor came in as a new chat waiting to be picked up. Any agent who answered this so-call 'new' chat will have no idea on the chat history as it is a new chat.
It doesn't serve the purpose when agent left but the session still continues at visitors end.
I would suggest:
To end the session when agent leaves.
If visitor has more questions, he/she can request a for new chat.
This will improve:
Chat Duration report reliability.
Improve visitor's experience.
Minimize confusion among agents.
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