Can someone please advise on the meaning and difference between following notifications in FastPath Reports:
No agent picked up request and User left the queue.
Thank you in advance.
Figured this out!
User left the queue - when customer left the chat queue prior to being replied to.
No agent picked up request - after 4-5 minutes in queue the customer’s chat request becomes invalid, and he is being dropped from the general queue.
So my next question will be:
Where can I change this time for customer disconnection from the queue (4-5min)?