Understanding the reason a chat ends
Insight into why chats end is important for agents and managers trying to measure the consumer’s experience
When a chat ends, the reason for the chat's termination is displayed in the chat transcript. There are a number of reasons why a chat might end, whether initiated by a consumer or an agent, or as a result of an external event or issue.
To view the reason for a chat's termination:
- On the web history page, in the 'visitors' tab, click chat export (to CSV or JSON) from the Action menu to the right of the page.
- In the exported spreadsheet, refer to the ‘chat end reason’ column. The column displays the reason for each engagement ending.
| Value | Explanation |
| Transfer - rep stopped chat | The agent transferred the chat to another agent. |
| Transfer - reassignment to skill | The agent transferred the chat to a skill. |
| Rep stopped chat | The agent clicked the End Chat button and ended the chat. |
| Rep disconnected | The agent was disconnected from the internet (usually as a result of the local internet connectivity). |
| Visitor disconnected | The visitor was disconnected due to connectivity issues on their side. If a chat is disrupted or fails due to connectivity issues, the system will wait for 40 seconds before it defines the chat as inactive and will end it. Note: After clicking the Close button, the visitor may still be able to submit the Exit Survey. |
| Visitor was no longer in chat | For visitors who are disconnected and the connection was not terminated, a cleaning process clears those chat connections |
| Visitor closed chat | The visitor closed the chat by clicking End Chat or clicking the X button of the engagement window. |
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