Chat Surveys with No Agent
I have an odd situation occurring on one of my chat surveys. Viewing survey results, I occasionally get instances with "No Value" in chats.acct_id. These almost always have very low scores, and end-user entries along the lines of "I was never connected to an agent". When I attempt to view the records, there is no Incident record, and the Chat record is always some variation of:
Time Chat Event
[time stamp] Chat Created
[time stamp] Chat Canceled
[time stamp] End-User Disconnected
So, it appears that sometimes end-users with abandoned/cancelled chats are being offered surveys. I cannot replicate this experience when I test. Should this be possible? And, is there anything I can do to prevent it?