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  • 1.  Chat moving to Message

    Posted 08-14-2024 15:19
    No replies, thread closed.

    We recently changed a queue from the media type of chat to the media type of message.  Now we are noticing that there is no abandon rate and the volume seems to have decreased.  Does this have something to do with the way messages are offered vs chats?


    #Reporting/Analytics

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    Heather Higginbotham
    Cox Automotive Corporate Services, LLC
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  • 2.  RE: Chat moving to Message

    Posted 08-14-2024 15:52
    No replies, thread closed.

    Hello Heather, 

    This might have something to do with the threading timeline that web messaging offers. I would be curious to see what you are seeing and more context about the decrease. 

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Chat moving to Message

    Posted 08-15-2024 08:45
    No replies, thread closed.

    We think we found the reason for the decrease (clients using other media types).  I would like to know why there are no abandons associated with the media type message.

     

    Heather Higginbotham
    Workforce Analytics Manager
    Cox Automotive Center of Excellence
    p: 317.995.3745


     




    Original Message


  • 4.  RE: Chat moving to Message

    Posted 08-15-2024 09:24
    No replies, thread closed.

    We also saw a significant decrease in volume when we moved from chat to web messenger. We never were able to fully understand the reasoning behind it as it was not driven by customers using other media types. Our assumption was that customers just don't prefer the "BOT"  feel of the messenger application. 



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    Kathryn Haines
    Owens Corning Sales, LLC.
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    Original Message


  • 5.  RE: Chat moving to Message

    Posted 08-15-2024 19:19
    No replies, thread closed.

    The problem you are facing is part of a wider one that has caused a bit of debate.

    Chat is a Synchronous channel (like a phone call.) It's based on the premise that both the customer and the agent are involved in real time and when one or the other leaves, the interaction has ended. If the customer leaves the chat before it is answered by an Agent, you gen an abandon.

    Messaging however, is an Asynchronous channel (like email or SMS) so it allows for the customer to go to the website, open the messaging window, send a message, leave and then come back later to see if there is a response. As such, it's almost impossible to have an abandon in the usual sense.

    There are other concerns with moving from Chat to Messaging. Some have been addressed by Genesys already (such as the ability to end a session) but others are still only Ideas on Aha! (Like emailing a transcript to the customer.)

    I am currently facing a related issue to the one you describe. As things stand, if the interaction makes it to the queue, and the customer has left, the interaction will still be routed to the Agent, who will have no way of knowing that the customer is no longer there, so they spend time responding and waiting (in vain) for a response. I would like to see either some way from within an In-Queue flow to detect if the customer has left and, if so, disconnect the interaction, or a setting that says to automatically disconnect if the customer leaves the website. (This would also open the door to the ability to record what ire, in essence, abandons.)

    HTH



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


  • 6.  RE: Chat moving to Message
    Best Answer

    Posted 08-15-2024 11:44
    No replies, thread closed.

    Hi Heather,

    Messaging interactions do not have a metric available for abandon (abandon is only supported for Chat and Voice).

    As stated in About web messaging:
    "Unlike web chat, which provides short-lived, standalone chats, web messaging enables a visitor to enter your site, converse with a bot or agent, and return later to pick up the conversation."

    I would recommend reviewing the idea Digital Metrics and adding your use case around "abandoned" messages or a metric that is equivalent for Messaging



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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