Hi there,

Wondering why this Queue performance report for Web messaging isn't what we would expect? How can we have an Offer of 4 and only answer 3 but not have any abandon? We use the "clear conversation" setting, the one that didn't get answered the customer was in the queue and clicked the bin icon which disconnects during the queue so why would this not be counted as an abandonment? 

Hi there,

Wondering why this Queue performance report for Web messaging isn't what we would expect? How can we have an Offer of 4 and only answer 3 but not have any abandon? We use the "clear conversation" setting, the one that didn't get answered the customer was in the queue and clicked the bin icon which disconnects during the queue so why would this not be counted as an abandonment? 

Eidilh - do you use a bot to answer basic questions?   If so, maybe the call came in, the bot answered it and the WM was handled?   We, too are struggling with some of the reporting for WM.

Hi there,

Wondering why this Queue performance report for Web messaging isn't what we would expect? How can we have an Offer of 4 and only answer 3 but not have any abandon? We use the "clear conversation" setting, the one that didn't get answered the customer was in the queue and clicked the bin icon which disconnects during the queue so why would this not be counted as an abandonment? 

we do, but this one needed an agent to discuss so sent it into the queue, I can see the customer was in the queue and "cleared" the conversation but the abandon isn't recorded. I did some digging and this was raised as an issue in BETA testing but Genesys confirmed this was by design & haven't fixed it. So think I found my answer.

What other issues have you experienced? 

Eidilh - do you use a bot to answer basic questions?   If so, maybe the call came in, the bot answered it and the WM was handled?   We, too are struggling with some of the reporting for WM.

Hi there,

Wondering why this Queue performance report for Web messaging isn't what we would expect? How can we have an Offer of 4 and only answer 3 but not have any abandon? We use the "clear conversation" setting, the one that didn't get answered the customer was in the queue and clicked the bin icon which disconnects during the queue so why would this not be counted as an abandonment? 

We actually have a current case where we believe that the customer sent us a chat and we answered it and did what was requested, but we can not find the chat.   We know who handled it and looked through their interactions, but we have no way to identify it.

Our agents are also not closing out their chats so it delays the next chat from coming in, intentional or not, this is an issue and the reporting, i.e. AHT does not seem reliable but we haven't been doing it long enough to come up with metrics.   Lastly, an agent gets credit for handling a Web Message when they may not necessarily do anything because when they go to answer it, the customer is no longer there and we manually close for inactivity.     If they are still within the bot process, the bot will handle that for us, but if outside the bot, our agents handle that and get production "credit."

we do, but this one needed an agent to discuss so sent it into the queue, I can see the customer was in the queue and "cleared" the conversation but the abandon isn't recorded. I did some digging and this was raised as an issue in BETA testing but Genesys confirmed this was by design & haven't fixed it. So think I found my answer.

What other issues have you experienced? 

Eidilh - do you use a bot to answer basic questions?   If so, maybe the call came in, the bot answered it and the WM was handled?   We, too are struggling with some of the reporting for WM.

Hi there,

Wondering why this Queue performance report for Web messaging isn't what we would expect? How can we have an Offer of 4 and only answer 3 but not have any abandon? We use the "clear conversation" setting, the one that didn't get answered the customer was in the queue and clicked the bin icon which disconnects during the queue so why would this not be counted as an abandonment? 

Hi there,

Wondering why this Queue performance report for Web messaging isn't what we would expect? How can we have an Offer of 4 and only answer 3 but not have any abandon? We use the "clear conversation" setting, the one that didn't get answered the customer was in the queue and clicked the bin icon which disconnects during the queue so why would this not be counted as an abandonment? 

We just launched External Routing of Salesforce Chats (i.e. routing Salesforce messaging in-app & web through Genesys first and then to Salesforce), and exactly as @Eilidh Bennett has mentioned, we do not get an Abandon count or percentage even though the quantity Answered doesn't equal the quantity Offered.

@Eilidh Bennett - Have you raised this to support or has anyone from Genesys provided any feedback on why this would be the case?

Hi there,

Wondering why this Queue performance report for Web messaging isn't what we would expect? How can we have an Offer of 4 and only answer 3 but not have any abandon? We use the "clear conversation" setting, the one that didn't get answered the customer was in the queue and clicked the bin icon which disconnects during the queue so why would this not be counted as an abandonment? 

Hi there,

We went back and forth with our provider and didn't really get anywhere with it. It is still an issue to date, having to record manually the abandon rate.

I believe it was raised in BETA but was missed from the development plan or perhaps didn't quite fit into the Async model they have. I found an idea on the roadmap that hopefully they will consider for development but potentially raise a support ticket anyway just in case. https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-246 

We just launched External Routing of Salesforce Chats (i.e. routing Salesforce messaging in-app & web through Genesys first and then to Salesforce), and exactly as @Eilidh Bennett has mentioned, we do not get an Abandon count or percentage even though the quantity Answered doesn't equal the quantity Offered.

@Eilidh Bennett - Have you raised this to support or has anyone from Genesys provided any feedback on why this would be the case?

Hi there,

Wondering why this Queue performance report for Web messaging isn't what we would expect? How can we have an Offer of 4 and only answer 3 but not have any abandon? We use the "clear conversation" setting, the one that didn't get answered the customer was in the queue and clicked the bin icon which disconnects during the queue so why would this not be counted as an abandonment?