Why do We Have Have Abandoned Chats When We Should Have None?

(Doc ID 1616232.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

Issue
Abandoned chat and there should not be

The sequence of events
New department opened yesterday and customer found abandoned chat this morning in reports

The significance of loss / customer impact
Customer experience hurt if waits for agent and does not get an agent

What IS working
Agents are able to take chats

What is the expected or acceptable result?
Customer would prefer no abandoned chats

What about the system has recently changed?
Nothing

Cause

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