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

  1. Click the app selector and select ACD.
  2. Go to DFO > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Mark contact as abandoned.
  6. 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.
  7. Click Save.

Add The Job to a Trigger

  1. Go to DFO > Automation Triggers.

  2. Locate the trigger you want to assign this job to and open it.

  3. Click Add existing job.

  4. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  5. Click Add.