Genesys Cloud - Main

Hi team, 

With the Web Messenger Queue, how do we differentiate between the chats that are abandoned by the customer before connecting to the live agent and the ones abandoned after getting connected to a live agent?

FYI - We have set up Genesys web messenger (synchronous) where the customer comes via our website and interacts with the bot first. And then later, depending upon the experience/answers provided by the bot, get connected to a live agent. So we want reporting to show:

1. How many customers started the chat?
2. How many abandoned the chat before reaching the live agent?
3. How many abandoned after reaching the live agent?

Is there a report that can help?

Thanks,

Vikas

Greetings Vikas!

There are quite a few people [like us] anxious to see that type of web messaging metric, but based on how web messaging works, it's not an option at this time. Please check out and vote for this related idea when you get a chance: Add Metric to Track Abandoned Web Messages Before a Clients Chats with an Agent

Hi team, 

With the Web Messenger Queue, how do we differentiate between the chats that are abandoned by the customer before connecting to the live agent and the ones abandoned after getting connected to a live agent?

FYI - We have set up Genesys web messenger (synchronous) where the customer comes via our website and interacts with the bot first. And then later, depending upon the experience/answers provided by the bot, get connected to a live agent. So we want reporting to show:

1. How many customers started the chat?
2. How many abandoned the chat before reaching the live agent?
3. How many abandoned after reaching the live agent?

Is there a report that can help?

Thanks,

Vikas

Thanks, Brian. Appreciate your help!

Regards,

Vikas

Greetings Vikas!

There are quite a few people [like us] anxious to see that type of web messaging metric, but based on how web messaging works, it's not an option at this time. Please check out and vote for this related idea when you get a chance: Add Metric to Track Abandoned Web Messages Before a Clients Chats with an Agent

Hi team, 

With the Web Messenger Queue, how do we differentiate between the chats that are abandoned by the customer before connecting to the live agent and the ones abandoned after getting connected to a live agent?

FYI - We have set up Genesys web messenger (synchronous) where the customer comes via our website and interacts with the bot first. And then later, depending upon the experience/answers provided by the bot, get connected to a live agent. So we want reporting to show:

1. How many customers started the chat?
2. How many abandoned the chat before reaching the live agent?
3. How many abandoned after reaching the live agent?

Is there a report that can help?

Thanks,

Vikas

Hi Brian, 

I did vote for that idea and will keep tracking the progress. However, I have another Question related to the same issue.

Within the Queue Performance Report, when I look for the stats for the Web Messenger Queue, the numbers don't add up. 

As per the resource page Documentation, metric Flow out's description is as under: 

• Description:

  Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

  Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

So, from the above, the understanding is that nOffered = nAnswered + nAbandoned + nFlowout

However, the numbers don't add up when I look at the report. Would you know what is potentially wrong here? 

Thanks

Thanks, Brian. Appreciate your help!

Regards,

Vikas

Greetings Vikas!

There are quite a few people [like us] anxious to see that type of web messaging metric, but based on how web messaging works, it's not an option at this time. Please check out and vote for this related idea when you get a chance: Add Metric to Track Abandoned Web Messages Before a Clients Chats with an Agent

Hi team, 

With the Web Messenger Queue, how do we differentiate between the chats that are abandoned by the customer before connecting to the live agent and the ones abandoned after getting connected to a live agent?

FYI - We have set up Genesys web messenger (synchronous) where the customer comes via our website and interacts with the bot first. And then later, depending upon the experience/answers provided by the bot, get connected to a live agent. So we want reporting to show:

1. How many customers started the chat?
2. How many abandoned the chat before reaching the live agent?
3. How many abandoned after reaching the live agent?

Is there a report that can help?

Thanks,

Vikas

@Vikas Dhall - Although I don't have the perfect answer for you, we tend to direct our users to this particular FAQ which has a similar, but slightly more informative description--particularly this sentence (first screenshot).

That said, as you'll see in my second screenshot, the one difference between your metrics and ours is we don't have any Flow-Outs. Are you actually prompting those in queue with an option or Bot that allows them to leave (flow-out of) the queue?

Hi Brian, 

I did vote for that idea and will keep tracking the progress. However, I have another Question related to the same issue.

Within the Queue Performance Report, when I look for the stats for the Web Messenger Queue, the numbers don't add up. 

As per the resource page Documentation, metric Flow out's description is as under: 

• Description:

  Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

  Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

So, from the above, the understanding is that nOffered = nAnswered + nAbandoned + nFlowout

However, the numbers don't add up when I look at the report. Would you know what is potentially wrong here? 

Thanks

Thanks, Brian. Appreciate your help!

Regards,

Vikas

Greetings Vikas!

There are quite a few people [like us] anxious to see that type of web messaging metric, but based on how web messaging works, it's not an option at this time. Please check out and vote for this related idea when you get a chance: Add Metric to Track Abandoned Web Messages Before a Clients Chats with an Agent

Hi team, 

With the Web Messenger Queue, how do we differentiate between the chats that are abandoned by the customer before connecting to the live agent and the ones abandoned after getting connected to a live agent?

FYI - We have set up Genesys web messenger (synchronous) where the customer comes via our website and interacts with the bot first. And then later, depending upon the experience/answers provided by the bot, get connected to a live agent. So we want reporting to show:

1. How many customers started the chat?
2. How many abandoned the chat before reaching the live agent?
3. How many abandoned after reaching the live agent?

Is there a report that can help?

Thanks,

Vikas