Genesys Cloud - Main

Wondering how other people on genesys web messaging are real time stats.

• due to the concept of "persistant" chat, it appears that there is never an abandoned chat.  So, if a customer is in queue, but closes out browser, that will not be considered abandoned.
• It also appears that this increases Average Handle Time across the channel.  
• We use all these stats to forecast for staffing, and our ops team is stating it is very difficult to forecast with the new way "persistant" messenger is calculating. 

Is there any guidelines how persistent chat should be handled in call center that is coming from standard chat?

anticipated volume chat * aht / interval time. is a big calculation we use. 

#DigitalChannels
#Reporting/Analytics

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Clayton Curtis
Enova Online Services, Inc.
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Genesys WFM will take this into account when forecasting volume as well as the "talk time" versus handle time.  Here is a list of how messaging is handled and calculated:  Monitor web messaging performance - Genesys Cloud Resource Center (mypurecloud.com)

Also, there will be a new feature that allows agent/administrator to disconnect the messaging session coming out in the next month or so.  

Another feature to help this will be a way to have your own calculated columns where you could use that formula to display whatever you want for that column.  Guessing Q3 to Q4 for that one.

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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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