Messaging reporting in Zendesk Agent Workspace

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11 Comments

  • Joe(test)

    Messaging Reports are so bad, especially compared to Zendesk Chat

    1. At any time, like out of Schedule, the request chat will be assigned to Agents: So bad. It should be like Zendesk Chat. When out of Schedule, if the customer wants to request Agent Staff service, we only should let him leave messages and email account or hotline number. 

    2. No first reply time and average reply time: So bad. In Zendesk Chat, we can get the first reply time and average reply time. Why do we need this data? It is a very important KPI for us to evaluate the service quality

    3. No Attachment feature: So bad. Zendesk Chat supports to send attachments. However, it is unsupported by Messaging. I think we should provide this option when agent staff starts to serve customers

    4. Request Personal Info when customers requesting Service Staff: Sometimes, customers will leave due to some reasons like the poor network. If the customer can leave their personal info like Email account, we can follow up even though the chat is missed. 

     

    So bad!!!

    7
  • CJ Johnson

    I feel like the last section is missing some steps. So you have the Dashboard open, now what do you actually do to see the reporting for Messaging? No tabs are called Messaging in the image below. 

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi CJ, fair point! The screenshot shows this, but we should include it in the text instructions as well – select Messaging from the Ticket Channel dashboard filter dropdown.

    -2
  • CJ Johnson

    Actually, Dave, the screenshot doesn't. The screenshot pretty specifically shows a dropdown where we can see Messaging is not even an option, so maybe you want to fix that too. 

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Thanks,CJ Johnson!
    Actually this article applies to all types of messaging (social messaging and Zendesk Messaging). We updated the article to include selecting a messaging type from the drop-down and added Zendesk Messaging as an option. 

    0
  • Dave Dyson
    Zendesk Community Manager

    @... Shoot! That'll teach me not to zoom in on a screenshot that looks vaguely enough to what I see when I go to the product. Thanks again.

    0
  • Claire Honeyman

    How can you measure agent activity for Instagram & WhatsApp? We haven't fully migrated to Message yet, so we still see public comments for Emails, FB & Twitter. We can see chat activity for agents on LC, however we can see any activity for Insta or WhatsApp?

    Can anyone help?

    1
  • Orville Herndon

    post-CJ's comment now the screenshot included has been 'shooped to include messaging but looks like an obvious edit. Gave me a good chuckle. 

    But in seriousness, any plans to produce a messaging data set for explore? We're most interested in an average handle time for messaging. (Which is weird to say of ever-green chat but we still need to evaluate the humans fielding those interactions)

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Orville,
     
    Adding metrics for Messaging is indeed on the roadmap – the following thread is the best place to follow for updates: Limitations for Messaging reporting in Agent workspace
    0
  • Prakruti Hindia
    Zendesk Product Manager

    Thank you for writing in. 

    Claire, historical reporting for Instagram DM and WhatsApp can be found under the Support dataset or Support dashboard in Explore, filter by the channel name. 

    Orville, we do have plans to introduce messaging specific dataset. 

    We will continuously iterate on it. Feel free to use this thread or Limitations for Messaging reporting in Agent workspace to provide feedback. 

     

    0
  • Mark Nino Valencia

    Hi Prakruti Hindia, Do we have an ETA when the messaging dataset will be live? 

    2

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