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Currently, the chat volume report is based on the total number of conversations. However, the conversations are counted based on some type of trigger, instead of a real conversation between either the Rep and the customer or the Bot and the customer. Is there a way to improve this report, so that only the real conversations will be counted? E.g. more than 5 messages happened with the same IP address can trigger a conversation?
It would be really useful for us if we could report on the number of chats ended by the bot (i.e. not passed on to a member of our team as a live chat).
This will give us insight into how many contacts are being filtered out and saving our customer service team time.
@VickySilvestro not sure if this helps with your problem, but you can segment/filter your reports based on conversation by bot is equal to true/false.
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