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    Pavol Procka
    Alert for Abandoned ChatsAnswered
    Topic posted January 16, 2018 by Pavol ProckaSilver Crown: 22,500+ Points, last edited January 17, 2018 
    90 Views, 3 Comments
    Alert for Abandoned Chats


    I was wondering whether somebody has done anything similar. I have a request to create an Alert every time a chat goes abandoned from a specific queue. The Alert should contain the email address of the customer who was abandoned.

    The reason for this is to allow pro-active contacting of such a customer in as short time as possible.

    I get that I will not be able to use the real time chat tables, but I don't mind if there is an up to 15 mins delay.

    I have a report that shows abandoned chats, and am hoping to be able to add the Alert through an exception.

    Here is where I need help. The expression I have to show the abandoned chats is:

    if(chats.first_engaged IS NULL, 'Abandoned', 'Agent Engaded')

    Can I use this to create the Exception? Was thinking something like:

    Expression: chats.first_engaged

    Operator: is null

    Then I would just have the Alert go off every 1 time the Exception is met.

    Second, can I then get the Alert to only send the abandoned chats, or can I only have it send the whole report? Will it work if I just add the filter on the schedule options?


    Many thanks



    Best Comment

    Pavol Procka

    Ok, I think I am getting close to the solution.

    For now, I created a report showing all the chats in the last hour and added the following Exception:

    Expression: chats.termination_event

    Operator: In List (here I am still checking which events to include)

    I then added the Alert to fire every 1 time the exception is met.

    One thing I don't like is that I am currently getting the alert with all the abandoned chats in that hour (always updated with the last one). Not sure how to make it always only show the last one. Any pointers here?