Agent Chat with AWA - Interaction showing both Accepted and Rejected

BethanyMcCool
Tera Contributor

We are wanting to show metrics on truly rejected chat interactions, but are seeing within the awa_interaction_work_item table an interaction that shows a value of 'true' in the Rejected column also shows a status of "Accepted". We're looking to understand how an interaction can be both accepted and rejected.

1 REPLY 1

Lynda1
Kilo Sage

We get this sometimes. 

Chat goes to an Agent, Agent cannot accept the Chat, the chat routes to the next available agent, Chat is Accepted.