Question
What is the difference between dropped chats and missed chats?
Answer
Dropped chats are the number of chats where the conversation with an agent ended with an unanswered message from a visitor.
Missed chats are the number of chats where the visitor left without being served by an agent. Missed chats also include chats served by an agent, but no agent message was sent before the chat ended.
For more information about Chat metrics, see the article: Metrics and attributes for Zendesk Chat.
8 Comments
How does Zendesk know if a chat has an unanswered question? Does it look for a question mark in the text?
Hey Taylor,
It's the system's design to detect dropped chats. The only factor it is looking at is if the chat session ended with the customer's last message and then it will be treated as dropped.
Currently, we don't have any external documentation available that will pinpoint how the system detects drop chat or the causes of dropped chats, but this is a great feature idea for the future! :)
Hi Erika,
If the agent closes the chat session after sending his last message and the client replies triggering a "continuation" chat. How does the system quantify that?
Hello R2r Art,
Once the agent closes the chat and your customer replies, it will consider the previous chat closed, and the comment will create a new chat.
Best regards.
For dropped chats, is there some sort of automated message that can get sent to the customer? Sometimes dropped chats happen from either the customer or agent side. It is causing a dip in our CSAT unfortunately :/
There is something still unclear in dropped chats metric. At the mentioned "Metrics..." article is said that dropped chats are "accepted by or assigned to the agent where the visitor responds to an agent message, then leaves the chat". Does it mean if at the end of the chat the customer writes "thank you, goodbye" and closes the chat or the page with the chat - it will be counted as dropped chat? If yes, are there any good practices to influence statistics of dropped chat by such cases?
Hi Igor,
You are correct. If the chat ends with the visitor entering a reply, then quickly dropping off before the agent can respond again, that is being counted as a dropped chat. This is a tricky thing to filter out. The data stored from the chat doesn't have a smooth way of differentiating between a chat that had gone on for a while and ended with "goodbye" as compared to a chat that had gone on for a while and suddenly ended without reaching a conclusion.
While there isn't a perfect solution to this, you could try out a few different attributes based on what you find causes dropped chats the most. For example, you could include attributes for Chat Agent Messages Brackets and Chat Visitor Messages Brackets. With those, you could see how many dropped chats had very few messages exchanged, or perhaps had an uneven number of messages sent between the agent and visitor. Those could be useful pieces of information in assessing whether chats were truly dropped mid-chat or if they may have concluded naturally with a final comment from the visitor.
I'll relay this feedback to our team as well, but I hope this at least helps clarify things!
Hi Igor,
I fervently support your point. The lack of proper "drop chat metric" in Zendesk has forced us to go the extensive route of data mining in order to understand the nature of this issue.
from our research, Zendesk can identify % of chats which unexpectedly ended on the agents end.
Can we get a metric which identifies:
1) "Chat which unexpectedly ended" from agents side
2) "Chat which unexpecetedly ended" on the end user side.
3) "Total chats which unexpectedly ended.
regards
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