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5+ chats abandoned within 30 mins

Received Response
edited May 11, 2018 8:12AM in Reporting & Analytics for B2C Service 5 comments



Hoping somebody uses something similar or will know how to proceed. I made a report to show abandoned chats (customer left before agent got engaged) and wanted to fire alerts when 5 or more are abandoned within the last 30 mins. The Alert does fire, but the report only shows one chat, instead of all 5.

I am working off an exception (chats.first_engaged IS NULL) that needs to fire 5 consecutive times and the report is set to look at the last 30 mins.

Please ignore the other alerts scheduled there, I am concerned about those with the subject "5+ Chats Abandoned within 30 min".

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