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Mani Berenji's Avatar

Mani Berenji

Joined Apr 15, 2021

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Last activity Oct 22, 2021

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ACTIVITY OVERVIEW

Latest activity by Mani Berenji

Mani Berenji commented,

CommentBuilding reports

We need "abandoned" chats to be part of the standard reporting metrics. 
I'm defining abandoned chats as :

  1. Chat was started by a customer
  2. Customer left the chat session before connecting with an agent

Missed chats won't work because it counts chats that were connected to an agent, where the agent never replied.

The reason missed chats won't work is because it introduces 2 causes for the customer leaving instead of just focusing on if the customer left because they didn't get assigned an agent.

 

View comment · Posted Jan 20, 2021 · Mani Berenji

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Mani Berenji commented,

Community comment Feedback - Reporting and analytics (Explore)

Any update on when this will be released?

View comment · Posted Sep 30, 2020 · Mani Berenji

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