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Ghost Interaction - Web Messaging in Queue

  • 1.  Ghost Interaction - Web Messaging in Queue

    Posted 03-27-2023 08:10

    Hi Team,

    How to handle the Web Messaging Chat which are in queue since its Async , Agents receive the interaction after customer closes/leaves the Chat Window. 

    Regards,

    Jeevan.


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface

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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
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  • 2.  RE: Ghost Interaction - Web Messaging in Queue

    GENESYS
    Posted 03-27-2023 08:47

    Indeed, that is the benefit of async: even if the customer leaves or closes their browser, the interaction can be answered by an agent, who might be able to respond to initial query, and disconnect. The next time customer opens their browser again, they'll be able to see the response from the agent, and eventually continue conversation if more information is needed. In essence, the async conversation can continue without forcing both participants to be connected live at the same time.

    We are adding a new feature that will allow End-Users (customer) to explicitly terminate/clear the current conversation, mostly for privacy reasons, so that conversation will also be disconnected from Queue, preventing distribution to agents. See Idea here for tracking: https://genesyscloud.ideas.aha.io/ideas/DIG-I-118 



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    Angelo Cicchitto
    Genesys - Employees
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  • 3.  RE: Ghost Interaction - Web Messaging in Queue

    Posted 03-27-2023 15:01

    Thanks. So since ASync we don't have any other option to handle this? On the Reporting perspective these conversations will be tagged to same single Conversation ID until the threading Timeline end? Is that right? or Do we able to differentiate in Reporting? 



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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
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  • 4.  RE: Ghost Interaction - Web Messaging in Queue

    Posted 03-27-2023 15:26

    Another issue in not being notified that the customer has closed browser, our agents are wasting time saying "are you there anymore", we then wait two more minutes before sending a "We are going to disconnect", then the agent disconnects and can get new interaction, but this is adding 4 minutes to chats where the browser is closed by the customer. 



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    Clayton Curtis
    Enova Online Services, Inc.
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  • 5.  RE: Ghost Interaction - Web Messaging in Queue

    Posted 03-27-2023 16:18

    As a new feature comes in for the Conversation Disconnect when we enable this and if Agents Disconnects it would become Ghost Interaction in reporting and even customer will not see the Agent responses. 



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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
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  • 6.  RE: Ghost Interaction - Web Messaging in Queue

    GENESYS
    Posted 03-28-2023 04:30

    Hello Jeevan - the existing Conversation Disconnect (now in Beta) allows Agent to disconnect the conversation (nothing new here), and that event is propagated to End-User (this is the new part). But the fact that Agent has disconnected the conversation doesn't change, and no special handling in reporting.

    As part of the Idea I posted earlier, we will add possibility for End-User to clear current session: this will disconnect it from Queue and from Agents, and we'll also add an additional filter/column in reporting, to properly track this.



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    Angelo Cicchitto
    Genesys - Employees
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  • 7.  RE: Ghost Interaction - Web Messaging in Queue

    GENESYS
    Posted 03-28-2023 04:26

    Hi Clayton - Actually agents should be able to immediately detect whether End-User is still online & active: if End-User would close browser/tab, any outbound message sent by the agent would show a momentary delivery-failure notification, which should immediately inform Agent about End-User's online presence. No need to wait 4 minutes. Once End-User's client is back on-line, the messages will be delivered, and delivery notifications updated accordingly.



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    Angelo Cicchitto
    Genesys - Employees
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  • 8.  RE: Ghost Interaction - Web Messaging in Queue

    Posted 03-29-2023 02:26

    Hi @Angelo Cicchitto ,

    Despite our best efforts in training our staff, we still get some thinking the 'Error on delivery' and red triangle is an actual 'error' in Genesys Cloud and will either contact our support or will re-send multiple messages (resulting in the customer getting multiple copies).

    Not sure if there's an existing idea for this or the technical limitations behind the scenes - but would it possible to have a different message/icon in this scenario so that it's not an actual 'error' that the consultant needs to worry about, but more of a delivery status indicator? 

    Some examples:




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    Jeff
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  • 9.  RE: Ghost Interaction - Web Messaging in Queue

    GENESYS
    Posted 03-29-2023 06:00

    Hi Jeff - I agree with you. The current Error on Delivery may be misleading, and feels like a final non-recoverable state, while this should really be just temporary as you point out. We have an Idea here: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-16 and mostly work on Agent UIs. Thanks for the feedbacks!



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    Angelo Cicchitto
    Genesys - Employees
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  • 10.  RE: Ghost Interaction - Web Messaging in Queue

    Posted 03-29-2023 08:27

    Jeff, i think that is great idea! 

    Also, Angelo, if on a cellular/mobile phone.  customer will send message, then usually navigates to another screen to wait for reply.  The agent will get the red triangle in this situation, and think the person has left the conversation.  

    I know Messenger is built in the Facebook/whatsapp theory, but the reality is most are using for more of a replacement for chat. 

    I know these are not easy problems to fix, but this is the feedback from agents on the front lines of the call center. 

    Clayton



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    Clayton Curtis
    Enova Online Services, Inc.
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