Alerting to abandoned chats

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Hi,

I am wondering if anyone here is using an alert for abandoned chats? If so, what are you using as the exception? I am trying with chats.first_engaged IS NULL but when I set the alert to fire when the exception is met 5 consecutive times or more, the report that comes in the alert does not show 5 chats, but even just 1.  I would appreciate any examples you are using to alert supervisors on abandoned chats within a specific period.

 

Many thanks

 

Pavol