An org has been using Live Agent for several months. In that time, it's processed about 50k chats. A whopping 20% of those chats (all Completed), the customer never sends a message. These Transcripts are short, one-sided conversations and usually last between 100-200 seconds before the customer then ends it by exiting.
I don't believe for a second that users are just starting chats, getting stage fright and leaving. Something must be preventing them from sending messages, or preventing those messages from getting through to the Transcript. Does anyone have any ideas?
4 件の回答
Hey Greg,
We are getting called by customers who first tried to chat with us, yes - but there's no unifying factor across the affected chats such as browser, platform, etc.
