Agent Chat with AWA - Interaction showing both Accepted and Rejected
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‎02-29-2024 07:26 AM
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.
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‎02-29-2024 08:30 AM
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.