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.
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Vishwath Reddy Mandadi
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