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Allie Dawson

Beigetreten 23. Feb. 2024

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Letzte Aktivität 24. Feb. 2025

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Hi, is there any update on this request? Messaging metrics in general seem to lack individual data and focus more on the overall behavior of tickets. For us to be able to give agents feedback, we need to be able to measure their behavior specifically, and acceptance rate by user is one of those key metrics we require.

Kommentar anzeigen · Gepostet 20. Dez. 2024 · Allie Dawson

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Community-Kommentar Feedback - Reporting and analytics (Explore)

I second this metric request, as we also need the ability to quantify how often agents are missing offered chats. This exists in Chat, but now that we are migrating to Messaging, we're losing this data point. We use this metric to monitor agent behavior and it helps us identify when we have staffing opportunities.

Kommentar anzeigen · Gepostet 13. Sept. 2024 · Allie Dawson

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KommentarZendesk messaging

@david When you mention, "number of missed chats by who started them", what does "started them" mean? 

Kommentar anzeigen · Gepostet 23. Feb. 2024 · Allie Dawson

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