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Unwanted Chat Customer !!

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edited Jul 7, 2014 8:37PM in Communication Channels 2 comments

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Hi,

We have a contact who keeps requesting standard chats (via a mobile) multiple times a day but never engages. (over 165 chats in a 4 week period!)

We have tried emailing her, but she doesn't respond, so we had no option but to block her. However, due to this our service levels are being severely affected because although she never engages her chats are still requested.

In the Chat Audit report the chat termination event for this contacts chats show as ‘Transferred to Queue’ (event 6). Can anyone suggest a way to exclude this chat termination event into this following expression;

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