Hi, a chat being transferred to a different queue are getting dropped.
For example an agent from Queue1 is transferring a client to Queue2. When Queue2 agent got the notification of the transfer and tries to accept the chat however it disappears after 1-2 seconds.
When we checked the transcript it shows an automated text notification that the chat is being transferred to Queue2.
However it shows that the agent from Queue1 left first thus automatically disconnecting the client as well.
It affects the Scorecard for Acceptance rate of the agent from Queue2 that tried to accept the chat but disappears after 1-2 seconds.
Why and what are the reason this is happening?
What are the measures that we can do to avoid it?
Once it happened can it still be corrected to not affect the Acceptance rate?
Please help and thank you!