B2C Servicepublic

Communication Channels

Get Involved. Join the Conversation.

This is a public Forum  public

Topic

    Pavol Procka
    Alerting to abandoned chatsAnswered
    Topic posted May 15, 2018 by Pavol ProckaSilver Crown: 22,500+ Points 
    96 Views, 4 Comments
    Title:
    Alerting to abandoned chats
    Content:

    Hi,

    I am wondering if anyone here is using an alert for abandoned chats? If so, what are you using as the exception? I am trying with chats.first_engaged IS NULL but when I set the alert to fire when the exception is met 5 consecutive times or more, the report that comes in the alert does not show 5 chats, but even just 1.  I would appreciate any examples you are using to alert supervisors on abandoned chats within a specific period.

     

    Many thanks

     

    Pavol

    Best Comment

    Jessica Bradley

    Hi Pavol,



    I see this question was also posted in the Reporting forum here, and that Amy has provided some really helpful information.



    Let's keep the thread going on the Reporting side to keep the info in one place. 



    Thank you for posting & hopefully you get the info you need!



    --Jessica

    Comment

     

    • Jessica Bradley

      Hi Pavol,

      Apologies for not seeing your post earlier. Did you ever come up with a solution to your question? 

      --Jessica

    • Pavol Procka

      Hi Jessica,

       

      sorry for only replying now, but no, I had no luck with any suggestions. Still hoping :(

       

      Many thanks

      Pavol

    • Jessica Bradley

      Hi Pavol,



      I see this question was also posted in the Reporting forum here, and that Amy has provided some really helpful information.



      Let's keep the thread going on the Reporting side to keep the info in one place. 



      Thank you for posting & hopefully you get the info you need!



      --Jessica

    • Pavol Procka

      Thanks Jessica,

      I am now testing amy's suggestion.

     

    community forum