Genesys Cloud - Main

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.

Greetings @Vishwath Reddy Mandadi

There are quite a few people [like us] anxious to see that type of web messaging metric, but based on how web messaging works, it's not an option at this time. Please check out and vote for this related idea when you get a chance: Add Metric to Track Abandoned Web Messages Before a Clients Chats with an Agent

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.