Feature Request - Real time analytics for Messaging
BeantwortetOur chats from the flow builder bot on our website are now considered messaging in the new agent workspace. Previously, we were able to see current stats - how many chats were in the queue, how many were serviced in the last 30 minutes, etc. This dashboard isn't available to us now. I'm sure we're not the only company that misses this functionality.
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I guess the reason why the real time analytics is not available because messaging is asynchronous wherein chat is synchronous.
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Jahn Bronilla we're seeing a new dashboard called "Live Data" that appears to be in beta testing. It's pulling in ticketing information, showing how many tickets were serviced in the last 30 minutes, agents online, new tickets in the last 3o min, etc. One would think if they can pull this info for tickets, it should be achievable for messaging tickets/chats.
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Yeah saw that one too but I guess that the Chat part was for "Live Chat" only and not with the messaging given it's again asynchronous but let us wait from the Zendesk team if that is really the case.
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Live data reporting for web/mobile messaging is available in Explore. You may need to create a new dashboard and include messaging metrics for monitoring.
- Prakruti
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Thank you Prakruti! I didn't know ZenDesk got these added. Very much what I was looking for!
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