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Missed Dialogs

The term Missed actually refers to two different metrics: missed dialogs in general and missed dialogs for specific agents.

These metrics are not designed to evaluate agent performance (KPIs) because they include cases where the visitor's departure was caused by a long wait in the general queue (which the agent cannot influence). To assess agent performance, it is recommended to use the Average Waiting Time for an Agent metric in their queue.

Missed dialogs in general are displayed in the sections by dates and by hours. For a dialog to be considered missed, two conditions must be met:

  • First, the timeout for refusal (seconds_before_visitor_missed) must be exceeded in the dialog. This means that the visitor wrote a message when agents were online and remained online during this timeout, but did not receive a response within that time. The concept of "online" includes situations when the visitor closes the chat window but remains on the client's website.

  • Second, a dialog is not considered missed if either the visitor was online when the agent began typing a response (even if they didn't finish typing), or if the visitor was not online but returned before the dialog was closed. In other words, a dialog is missed if the visitor leaves before an agent starts typing a response and does not return before the dialog is closed.

The message indicating that a user has been switched to offline appears in the agent's dialog window after a certain time-out period (by default, 20 minutes). However, the "Visitor left the site" label appears almost immediately in the dialog card in the queue (on the left side of the screen). From the system's perspective, the current online status of the dialog changes (read more about it here). Additionally, a few minutes after the visitor leaves, the "Visitor left the site" message will appear in the dialog itself (for more details, see here).

Dialogs can also go through multiple waiting periods (in the queue status). For example, a conversation may occur with one agent (in the chatting status), who then transfers the dialog to another department (queue). A second agent accepts the dialog, chats with the visitor, and returns the dialog to the first agent who ends the conversation. In this case, there were three waiting periods (for the first, second, and first agents again). Each of them is counted separately, so, for instance, in this case, the first two waiting periods might be considered accepted dialogs, while the third one could be considered a refusal or missed dialog (if the visitor did not wait for the agent's response).

If an agent closes a dialog without a response, even from the red zone (the Waiting Response queue), the dialog will still not be considered missed, as the visitor received a reaction to it (albeit in the form of a dialog closure message).

Missed dialogs are counted in the statistics for the period when the dialog was ultimately closed, not for the period of the actual waiting time (which could have been earlier). For example, if a visitor wrote a message at 9:25, waited for 10 minutes and left, the agent responded at 10:05 and closed the dialog, and it was finally closed at 11:05, it will be counted as missed for the period between 11 and 12 o'clock. On the contrary, the Average Waiting Time for Missed Dialogs is counted for the period when the visitor was actually waiting, so in the given example, the waiting time will fall into the period between 9 and 10 o'clock.

For agents, missed dialogs are displayed in the Missed Visitor Statistics table. A dialog is included in this table if the agent did not respond to the client, the system removed the dialog from the agent's queue, and transferred it to another queue (either a general one or another agent's queue).