Learn about Redwood and be one of the first to join the conversation

Visit Redwood Community
Exception triggering alert incorrectly — Cloud Customer Connect
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

Exception triggering alert incorrectly

Question
4
Views
0
Comments

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.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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