Mark Contact as Abandoned
Allows you to mark contacts as different levels of abandoned depending on the situation. This job works well with the inactivity pop-up job.
Create This Job
- Click the app selector and select ACD.
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Go to DFO > Automation Jobs.
- Click Add.
- Enter a Name that describes what the job does.
- From the Action drop-down, select Mark contact as abandoned.
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Choose the Abandon type to assign to the contact:
- Short abandon: when a contact starts a session but closes it before being routed to an agent.
- Abandon: when a contact waits to be routed to an agent, but then leaves.
- Expired: when a contact stops responding in their conversation with an agent.
- Click Save.
Add The Job to a Trigger
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Go to DFO > Automation Triggers.
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Locate the trigger you want to assign this job to and open it.
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Click Add existing job.
- Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
- Click Add.