We've noticed that the logic of defining dropped chats isn't completely clear, below are 2 scenarios:
1) End-user starts chat - > Agents joins the chat -> before agent sends a message customer leaves -> dropped chat
2) End-user starts chat -> Agents joins and sends a message -> End-users replies to agents and leaves -> dropped chat.
In both scenario's Zendesk flags the chats as "dropped" which doesn't make sense in reporting. Dropped chats indicate that a chat is dropped before any interaction has taken place. However, in the current state even if an end-user and agent have a conversation and end it normally, the chat is considered "dropped" when the end-user sends the last message.
For reporting purposes this should change.