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If someone leaves chat before they enter queue, does this count in abandonment rate?

edited Sep 20, 2016 4:39PM in Reporting & Analytics for B2C Service 1 comment

Content

Hi colleagues, I wonder if someone can help with this question

If someone leaves a chat before they enter the queue, having clicked the chat request button – does this count in the abandonment rate?

Also, is it possible to calculate how many people start the chat process but leave before submitting the chat request form, the number who leave once in the queue and those who abandon at the point shown in the screen-shot attached.

Many thanks

DQ

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Service Cloud
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