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Stop Sending Surveys for Abandoned Chats

Received Response
edited Jun 8, 2022 8:56AM in Agent Desktop 4 comments


I have pop-up surveys enabled for chats in an interface.  They are set to pop-up 100% of the time when chat completes.  I have the USER_WAIT_QUEUE_TIMEOUT configuration setting effectively disabled (set to 999999 seconds).  The survey includes an open-text question "What is the primary reason for your rating of the chat representative?".  I have survey results with entries for this question that seem to indicate that the survey was offered to end-users who abandoned the chat before reaching an agent ("I never got connected to anyone"; "The prompt said searching for a live agent but I never connected"; etc).  On

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