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Looking for suggestions how to reduce chats which engage agents after the end-user has closed chat

Accepted answer
edited May 8, 2017 4:52PM in Communication Channels 2 comments



We're wondering if other chat users are having this challenge & if so do you have any tips how to mitigate the impact? 

An increasing number of chats where the customer is absent are being routed to our agents. As the proportion of chats requested from mobile devices increases, so does the number of these 'phantom' chats. A typical scenario would be that the customer requests a chat on iPhone but presses the home button before the chat is connected to an agent, however this does not terminate the chat so it gets routed to an agent before the chat is terminated in accordance with the ABSENT_INTERVAL & USER_ABSENT_RETRY_COUNT settings. 

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