We're finding - using the Android mobile SDK - that chats are registered very as Missed Chats in analytics.
For example, if the user starts a chat and then immediately ends it - before the agent can even open the chat window, it registers as a missed chat in Analytics.
If the user starts a chat, the agent immediately opens it, and then the user immediately ends it before the agent can respond, it also registers as a missed chat.
Is there any way to institute any kind of accounting for a delay in agent response when marking chats as Missed, for the purpose of analytics. For example, ideally, we would expect that this statistic categorization would be triggered if the agent didn't respond within a period of time,
Any feedback about this would be appreciated!
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