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    Nathan Gearhart
    Chat Surveys with No Agent
    Topic posted February 19, 2018 by Nathan GearhartExplorer 
    109 Views, 4 Comments
    Chat Surveys with No Agent


    I have an odd situation occurring on one of my chat surveys.  Viewing survey results, I occasionally get instances with "No Value" in chats.acct_id.  These almost always have very low scores, and end-user entries along the lines of "I was never connected to an agent".  When I attempt to view the records, there is no Incident record, and the Chat record is always some variation of: 

    Time             Chat Event

    [time stamp] Chat Created

    [time stamp] Chat Canceled

    [time stamp] End-User Disconnected

    So, it appears that sometimes end-users with abandoned/cancelled chats are being offered surveys.  I cannot replicate this experience when I test.  Should this be possible?  And, is there anything I can do to prevent it?



    • Gursimran Singh Saini

      I assume you have a Chat Business Rule to Popup Survey. Could you please share definition/screenshot of that rule?

      Also, is there any customization done on Chat Landing page?

      Is there any post-chat hook configured?

    • Nathan Gearhart

      I have attached a screenshot of the chat rule.  In all there are 7 different queues that trigger the survey (you can only see three in the screenshot).  We use both Incident.Chat_Queue_ID and Incident.Chat_Source because there are two different launch pages for the queues in this interface.  One uses Queue ID, the other uses Chat Source.

      No customization on the Landing Page.

      I do not know what "hooks" are, so I am assuming we do not use any. :)

      Thanks for your help.


    • Gursimran Singh Saini

      Thanks for the screenshot.
      Don't worry about hooks. There aren't any hooks for Chat. I didn't check before.

      You mentioned that the Chat Events are in variation of Chat Created, Chat Cancelled and End-User Disconnected.
      What other variations are there?

    • Pavol Procka

      Do you want to keep sending the surveys to the abandoned chats? If not, you could add an IF condition to the rule Incidents.Assigned not equals Unspecified then do (1|2)&3.

      However I believe this is only possible if you are sending the survey from the Incident rules, not the chat rules (incidents.assigned does not seem to be available there).