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  • 1.  abandon metrics (abandon rate, number of abandoned chats…),

    Posted 08-22-2025 10:25

    To elaborate on my concern, I'm trying to understand why a web messaging interaction is not being classified as "abandoned" when the customer disconnects while still in the queue. In my understanding, if a customer hangs up while waiting in the queue, it should be considered an abandoned interaction, but this is not what I'm observing in the reports.
    My concern stems from situations where I have closed the webpage, but the interaction does not appear to be classified as abandoned in the reports. I see the 72-hour active period, as it seems to influence how these interactions are tracked even after the page is closed.


    #WebMessaging

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    Vishwath Reddy Mandadi
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  • 2.  RE: abandon metrics (abandon rate, number of abandoned chats…),

    Posted 08-22-2025 10:26

    This is also not working it is from resource center

    Web Actions Abandoned
    Number of visitors who stopped a chat before reaching a resolution with an agent.
    Note: This metric specifically counts each web chat that a visitors explicitly closes by clicking the "x" after the web chat started. This metric does not count "implicit abandons," which happen when the visitors closes the web page where the web chat was offered.
    https://help.mypurecloud.com/articles/monitor-web-messaging-performance/

    Thanks!



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    Vishwath Reddy Mandadi
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  • 3.  RE: abandon metrics (abandon rate, number of abandoned chats…),

    Posted 08-23-2025 16:33

    Are you taking into account that the definition you are looking at is specifically for messaging sessions offered by Genesys Predictive Engagement? Is that where you are seeing this behavior?



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
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    Original Message


  • 4.  RE: abandon metrics (abandon rate, number of abandoned chats…),

    Posted 08-25-2025 09:08

    Yes, I'm specifically referring to the web messaging sessions(like chatting via a website or a web-based messaging system) we're not able to see the abandoned sessions for this channel.



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    Vishwath Reddy Mandadi
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    Original Message


  • 5.  RE: abandon metrics (abandon rate, number of abandoned chats…),

    Posted 08-25-2025 11:33

    Ok...the metrics definition you are looking at does not apply to those standard messaging conversations. Just to the GPE pop-up offering a chance to message with an agent - it is tracking someone abandoning that GPE action.

    Messaging doesn't normally have the concept of a "Disconnect" from the customer side...and even when the messaging conversation gets disconnected by Genesys from the In-Queue flow it does not register as an Abandon. 

    Try posting in the Reporting and Analytics community...the PMs and others there may have some thoughts



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    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 6.  RE: abandon metrics (abandon rate, number of abandoned chats…),

    Posted 08-25-2025 13:39

    Thanks for the clarification. Just to confirm - in this case, there's no concept of a disconnection from the customer side at all during standard messaging conversations, even if the customer leaves the chat or goes inactive?



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    Vishwath Reddy Mandadi
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    Original Message


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