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Detailed Transaction Activity Report Shows Abandoned Interactions in Email Queue

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Question

Why do I see abandoned interactions for the email queue in the Detailed Transaction Activity (DTA) report?

Applies To

  • 8x8 Contact Center
  • Reporting

Answer

Email queues that show abandoned interactions are due to a platform switch. The emails have been relocated to the other side of the platform. The DTA report will show the accepted and abandoned interactions recorded for the email queue.