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Mani Berenji

Adhésion le 15 avr. 2021

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Dernière activité le 22 oct. 2021

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Mani Berenji a ajouté un commentaire,

CommentaireBuilding 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.

 

Afficher le commentaire · Publication le 20 janv. 2021 · Mani Berenji

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Mani Berenji a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

Any update on when this will be released?

Afficher le commentaire · Publication le 30 sept. 2020 · Mani Berenji

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