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

    Hi,

    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

    Pavol

     


     

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