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Exception triggering alert incorrectly

edited Jun 1, 2018 3:06PM in Reporting & Analytics for B2C Service

Content

Hi,

I have a report to show abandoned chats (agent did not engage). I now tried three different approaches to create an alert to fire when 5 or more chats were abandoned within 30 mins, but I can't get it to work correctly. The alert fires even if there are less than 5 chats abandoned. Any idea what I am doing wrong?

The report is set to run every 15mins abd to look at 30 mins back. The exception is based on:  chats.first_engaged IS NULL and needs to fire when the exception was met 5 consecutive times.

I also attached the report xml, in case somebody is willing to review it.

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