Hi! I was interested in analysing how many users are ending conversations with the chatbot early out of all users that engage with the chatbot. I call that "chat abandon rate".

I was poking around in the Analytics section of Genesys DX but I didn't spot any fields that would contain this data directly. I might be able to deduce by using fields like Resolved reason, etc., but I was hoping there was a more straightforward way to figure it out.

Thanks!

------------------------------
Arianna Russo Hernandez
------------------------------

Hi Arianna,

I checked with the team on this. Maybe someone else on here has a method they prefer, but from talking internally they agreed that looking over the resolved reason field would probably be a good way to approach finding the "chat abandon rate".

------------------------------
Anthony Romero
Genesys - Employees
------------------------------

Original Message:
Sent: 10-18-2022 09:11
From: Arianna Russo Hernandez
Subject: Chatbot chat abandon rate

Hi! I was interested in analysing how many users are ending conversations with the chatbot early out of all users that engage with the chatbot. I call that "chat abandon rate".

I was poking around in the Analytics section of Genesys DX but I didn't spot any fields that would contain this data directly. I might be able to deduce by using fields like Resolved reason, etc., but I was hoping there was a more straightforward way to figure it out.

Thanks!

------------------------------
Arianna Russo Hernandez
------------------------------

Thanks Anthony! Would they have an example of which fields to pick to have the full picture? A sample report would be a huge help.

Thanks for the quick reply.

------------------------------
Arianna Russo Hernandez
------------------------------

Original Message:
Sent: 10-18-2022 17:25
From: Anthony Romero
Subject: Chatbot chat abandon rate

Hi Arianna,

I checked with the team on this. Maybe someone else on here has a method they prefer, but from talking internally they agreed that looking over the resolved reason field would probably be a good way to approach finding the "chat abandon rate".

------------------------------
Anthony Romero
Genesys - Employees

Original Message:
Sent: 10-18-2022 09:11
From: Arianna Russo Hernandez
Subject: Chatbot chat abandon rate

Hi! I was interested in analysing how many users are ending conversations with the chatbot early out of all users that engage with the chatbot. I call that "chat abandon rate".

I was poking around in the Analytics section of Genesys DX but I didn't spot any fields that would contain this data directly. I might be able to deduce by using fields like Resolved reason, etc., but I was hoping there was a more straightforward way to figure it out.

Thanks!

------------------------------
Arianna Russo Hernandez
------------------------------

Hey Arianna,

Great question. Let me throw that back at the team and see if they have any recommendations.

------------------------------
Anthony Romero
Genesys - Employees
------------------------------

Original Message:
Sent: 10-20-2022 09:52
From: Arianna Russo Hernandez
Subject: Chatbot chat abandon rate

Thanks Anthony! Would they have an example of which fields to pick to have the full picture? A sample report would be a huge help.

Thanks for the quick reply.

------------------------------
Arianna Russo Hernandez

Original Message:
Sent: 10-18-2022 17:25
From: Anthony Romero
Subject: Chatbot chat abandon rate

Hi Arianna,

I checked with the team on this. Maybe someone else on here has a method they prefer, but from talking internally they agreed that looking over the resolved reason field would probably be a good way to approach finding the "chat abandon rate".

------------------------------
Anthony Romero
Genesys - Employees

Original Message:
Sent: 10-18-2022 09:11
From: Arianna Russo Hernandez
Subject: Chatbot chat abandon rate

Hi! I was interested in analysing how many users are ending conversations with the chatbot early out of all users that engage with the chatbot. I call that "chat abandon rate".

I was poking around in the Analytics section of Genesys DX but I didn't spot any fields that would contain this data directly. I might be able to deduce by using fields like Resolved reason, etc., but I was hoping there was a more straightforward way to figure it out.

Thanks!

------------------------------
Arianna Russo Hernandez
------------------------------

Hi Arianna,

Sorry for the delay. Ran this by the team and their response was:

The column "Unresolved Reason" is the clearest indication we can provide regarding a user's intention when ending an interaction with a bot

------------------------------
Anthony Romero
Genesys - Employees
------------------------------

Original Message:
Sent: 10-20-2022 20:35
From: Anthony Romero
Subject: Chatbot chat abandon rate

Hey Arianna,

Great question. Let me throw that back at the team and see if they have any recommendations.

------------------------------
Anthony Romero
Genesys - Employees

Original Message:
Sent: 10-20-2022 09:52
From: Arianna Russo Hernandez
Subject: Chatbot chat abandon rate

Thanks Anthony! Would they have an example of which fields to pick to have the full picture? A sample report would be a huge help.

Thanks for the quick reply.

------------------------------
Arianna Russo Hernandez

Original Message:
Sent: 10-18-2022 17:25
From: Anthony Romero
Subject: Chatbot chat abandon rate

Hi Arianna,

I checked with the team on this. Maybe someone else on here has a method they prefer, but from talking internally they agreed that looking over the resolved reason field would probably be a good way to approach finding the "chat abandon rate".

------------------------------
Anthony Romero
Genesys - Employees

Original Message:
Sent: 10-18-2022 09:11
From: Arianna Russo Hernandez
Subject: Chatbot chat abandon rate

Hi! I was interested in analysing how many users are ending conversations with the chatbot early out of all users that engage with the chatbot. I call that "chat abandon rate".

I was poking around in the Analytics section of Genesys DX but I didn't spot any fields that would contain this data directly. I might be able to deduce by using fields like Resolved reason, etc., but I was hoping there was a more straightforward way to figure it out.

Thanks!

------------------------------
Arianna Russo Hernandez
------------------------------