Genesys Cloud CX

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  • 1.  Trace Abandoned Interaction in Web Messenger

    Posted 10-06-2022 11:59
    Hello everyone,
    I am using web messaging integrated with Dialogflow CX and was looking for a way to track conversations that go into handover but are abandoned by the user while in queue, waiting for an agent.
    Can you help me?

    Thanks in advance,
    #Integrations

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    Serena Spaccesi
    Indra Italia spa
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  • 2.  RE: Trace Abandoned Interaction in Web Messenger

    Posted 10-06-2022 12:10
    I would suggest using the Interactions View and then filter for Abandoned and the Queue you are looking at.  You can also filter for a the flow:



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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Trace Abandoned Interaction in Web Messenger

    Posted 10-07-2022 10:16
    Hello,
    thanks for the help.
    However I did a test to check if the conversation results as "abandoned" and I saw that if the user closes the conversation while is in the queue, the interaction is not terminated, it remains "live" until the 30 minute follow up timeout expires (In the workspace, I see that it as "Disconnected by system").

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    Serena Spaccesi
    Indra Italia spa
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