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.
4 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.
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