Do you keep missing chats due to high visitor volume? With Analytics, you can drill into missed chats on specific days and respond to customers.
View missed chats in Chat Reports
In Analytics, click on the Chats Missed tab at the top of the page to reveal missed chats.
In the example above, on 1 April, there were 15 missed chats. Let’s find out what these chats were about and follow up with the customers. Click on the orange box to view the missed chat history for that day.
Drilling down to History
This opens up the History panel that shows you the name of the customer, the message they sent and the department they sent their request to. If the customer left their email address, you can now follow up with them and answer their query.
2 Comments
How do we dig out the chats we were offered but missed and then a different agent serves that customer?
We'd like to be able to review these.
Hi Heather,
If you are talking about chats being reassigned from routing to another agent, you can look at the Acceptance metric in Analytics: https://chat.zendesk.com/hc/en-us/articles/217777918-Setting-up-chat-routing
It won't tell you which specific chats got reassigned but it will help you see what agents are avoiding chats.
If you want an option to filter history by chats that have reassignments, I would recommend posting it in the Product Feedback community.
-Ramin
Please sign in to leave a comment.