Unfortunately, that relies on the customer ending the conversation. If they get frustrated and just closes the page, you are no better off.
Genesys seem to be of the opinion that Asynchronous (Messenger) is always better, in every situation, than Synchronous (Chat). Personally, I believe they are wrong in this. I understand the desire to merge the two, but they need to ensure that Messenger can fully emulate Chat before deprecating the latter. This may include an option to auto-end the conversation if the web page is closed. (There are plenty of other examples on the forums on other features that are needed....)
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Paul Simpson
Eventus Solutions Group
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Original Message:
Sent: 05-02-2023 07:56
From: Jan Heinonen
Subject: Async channels and metrics questions
Hi Clayton,
The async channels makes it a bit difficult since the agent will get the interaction even if the customer closed their browser long time ago.
Currently some customer are marking these with ACW codes to count how many chats they got where the customer left but it still takes time from the agent to confirm that this is the case.
Hopefully it will get a bit better when customer can end the conversation from their side while they are in queue. https://genesyscloud.ideas.aha.io/ideas/DIG-I-118
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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
Original Message:
Sent: 05-01-2023 15:21
From: Clayton Curtis
Subject: Async channels and metrics questions
Trying to convince my ops leadership team to think about Async channels (specifically messenger) differently that the old chat. The biggest hangup they have i previously they could rely on abandon rate for real time shuffling of agents into/out of queue. With messenger, there is no abandon. So, my question is there another metric to look at real time. Basically they want to know if a customer was in queue , but was never connected to an agent.
#DigitalChannels
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Clayton Curtis
Enova Online Services, Inc.
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