Why is there a discrepancy between accepted and served chats and how does this affect the acceptance rate?
The number of accepted chats can differ from the number of served chats for a given agent because an agent can serve more chats than they are assigned by the system.
Accepted chats only include chats that are assigned to the agent by the system through the Assigned routing option.
Served chats also include chats that are manually assigned to the agent. A chat can be manually assigned to an agent in the following scenarios:
- Proactively initiating chats with visitors
- Joining chats served by other agents
- Receiving chats that are transferred from other agents
- Manually picking up unassigned chats when the chat limit is reached
When calculating the acceptance rate, only accepted chats are considered. The formula to calculate the acceptance rate is as follows:
Accepted Chats / Assigned Chats = Acceptance Rate
For more information about Zendesk Chat Analytics, see Analytics CSV glossary (Professional and Enterprise).