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.

Contacts often decide to close or cancel an interaction while they're still waiting in the queue before they've been assigned to an agent. This can happen if they become impatient or can no longer wait for some other reason. Contact center administrator Akela Wolfe wants these interactions to automatically be marked as abandoned when this happens.

To accomplish this automated process, Akela creates a Before case closed trigger with the following conditions:

  • Included channels condition: Allows her to specify which channels this trigger should apply to.
  • Current contact assignment: Allows her to specify the case assignment status this trigger should apply to. Akela selects The case is waiting in the queue to only target contacts that haven't been assigned to an agent yet.

    Then, she creates the Mark contact as abandoned job and selects Abandon as the Abandon type under Parameters. She adds the job to the trigger.

    Then, she creates the Mark contact as abandoned job and selects Abandon as the Abandon type under Parameters. She adds the job to the trigger.

With this configuration, contacts who close or cancel an interaction while they're still waiting in the queue are marked as abandoned.

Create This Job

  1. Click the app selector and select ACD.

  2. Go to Digital > 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 Digital > 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.