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We are finding our resolution rate much lower than we were expecting but our abandoned rate much higher. We arent sure why this is but we do have a number of signposting links within the virtual agent that sends people off to another domain for instance. Could this be the reason why we arent seeing a higher resolution rate as essentially we have lost the user from the site. Very early days in our journey so could be a simple answer perhaps to the way we have designed our flows.
Have you tried checking the Bot analytics to look for a pattern of which Topics are leading to abandonment?
Report analytics, performance, and usage (contains video) - Power Virtual Agents | Microsoft Docs There is a lot of useful information available in the analytics to answer just those kinds of questions.
Thanks for the response, yes we have looked at the topics with a view to try and work out why. The only thing we can see is that when we present a offsite link then users are not presented with the Did this answer your question and they dont return to the chat which could possibly be the reason. As we would consider this resolved if they dont come back i think its treated as abandoned.
I believe your reasoning is correct.
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