Reporting and Analytics for Service

Get Involved. Join the Conversation.


    Pavol Procka
    Exception triggering alert incorrectly
    Topic posted June 1, 2018 by Pavol ProckaSilver Crown: 22,500+ Points, last edited June 1, 2018 
    Exception triggering alert incorrectly


    I have a report to show abandoned chats (agent did not engage). I now tried three different approaches to create an alert to fire when 5 or more chats were abandoned within 30 mins, but I can't get it to work correctly. The alert fires even if there are less than 5 chats abandoned. Any idea what I am doing wrong?

    The report is set to run every 15mins abd to look at 30 mins back. The exception is based on:  chats.first_engaged IS NULL and needs to fire when the exception was met 5 consecutive times.

    I also attached the report xml, in case somebody is willing to review it.

    I apologize if I don't reply during the weekend, but will not have access to OSvC, so would not be able to test any suggestions before Monday.

    Many thanks




    May 16 but in process of upgrading to 18A