How to reduce the closed abandoned interaction's in chat conversations ? Also please advise the process on how can we find which agent is going to pick for the current chat activity

mahesh thippani
Tera Contributor

‎04-07-2022 04:09 AM

How to reduce the closed abandoned interaction's in chat conversations ? Also please advise the process on how can we find which agent is going to pick for the current chat activity.

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‎04-07-2022 05:09 AM

Hi @mahesh thippani ,

If you know the Reasons for Closed Complete and Closed Abandoned states, then you will know how to reduce those.

Check for the reasons here: https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/virtual-agent/concept/va-in...

About the "current chat activity" its decided based on the queue you can Define the customer service agents, default chat messages, schedule, and escalation path for the customer service chat queue.

Here is the process : https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-servic...

 

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

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