We'd love to hear from you! Provide  feedback  to earn a badge today. Take our quick survey
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

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

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

Content

Hello!

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. 

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!