Messaging reporting in Zendesk Agent Workspace

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27 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!!!

    10
  • 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. 

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  • Dave Dyson

    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. 

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  • 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. 

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  • Dave Dyson

    @... 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
  • Virgin Experience Days

    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)

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  • Dave Dyson
    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. 

     

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  • Mark Nino Valencia

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

    2
  • Michael Sheldon

    Wait -- to be clear, we can't get time to first response for chats? that seems... super silly for a company of this size

    1
  • Prakruti Hindia
    Zendesk Product Manager

     Messaging dataset is planned for rollout in Q3. I will share more closer to the rollout timeline. 

    Mark, I am also keen to hear about your expectations from the messaging dataset - problems you are hoping it will solve. 

    First Reply Time for messaging channels can be found under Explore > Support dashboard and Ticket dataset, filter by the specific messaging channel. I will get the article updated. 

    - Prakruti

    1
  • Вячеслав Скорбеж

    Hi Prakruti Hindia. Long time no see 😊. Can we expect the "First reply time" metric for Messaging channels in seconds, not just minutes and hours?

    1
  • Prakruti Hindia
    Zendesk Product Manager

    Hey Slava, 

    It's been a long time. :) Hope you and your team are doing well. 

    We are working on introducing First Reply Time in seconds in Explore. Currently, it is available via Incremental Ticket API. It was part of our recent update. My colleague, Mei-e, will share more information about it on this thread. 

    - Prakruti

    1
  • Mei-E Loh
    Zendesk Product Manager

    Hi Slava, 

    We are working on releasing FRT seconds on explore my current estimate would be end June but i will update again if there are changes

    Meanwhile as Prakruti mentioned, you can fetch that information from either the incremental api  or the ticket metric api 

    We rolled it out for all accounts on 14 April 2022 so the data should start showing from then. 

    Do let me know if you have further questions!

    Cheers,

    Mei-E 

    1
  • Hi Mei-E Loh great news, thanks. We're waiting for messaging dataset as well 🙏

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  • Prakruti Hindia Mei-E Loh I have one more question. Can we have such a metric as "first assignment time to first reply time"? I do not see in Explorer as a pre-built metric. 

    1
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Slava, 

    First Assignment to First Reply Time can be computed in the Ticket dataset by creating a custom query with the formula First Reply Time - First Assignment Time. 

    Having said that, we will have this metric pre-computed as part of the upcoming messaging dataset. 

    - Prakruti

    2
  • Customer Care

    Hello, what is a planned release date for this topic? 

     

    >>Having said that, we will have this metric pre-computed as part of the upcoming messaging dataset. 

    0
  • Prakruti Hindia
    Zendesk Product Manager

    Hi everyone, 

    Thank you for your patience. We are excited to announce the launch of messaging dataset and pre-built dashboard in Explore

    There are articles on messaging dataset and pre-built dashboard which provide more information. It includes metrics which have been discussed in this thread, such as First Reply Time, Average Reply Time, Assignment to First Reply. 

    - Prakruti

    1
  • Jee

    Hi there, my business is currently running on Messaging from our website and mobile SDK chats via our in-house mobile app, I have a couple of questions pertaining the below:

    1. Do I need to create two separate reports with separate datasets whereby Chat: Engagement [default] is for the mobile SDK channel reporting and Chat: Messaging Tickets [default] is for the Messaging (incl. WhatsApp) channels?

    2. Cotd. from item no. 1. above, is there a guide to consolidate the two datasets in a report or a dashboard to show/display a consolidated report/dashboard that shows chats via mobile SDK & Zendesk Messaging? If yes, please guide me on this. 

    3. I've enabled Answer bot for the Messaging channel, how do I create/view a report which reports on the volume of messaging sessions that were resolved by the Answer bot versus messaging sessions that were transferred to a live agent and calculating the % of such metrics? Please guide me. 



    Thanks!

    0
  • Arianne Batiles
    Zendesk Customer Care

    Hi Jee Han, 

    1. Do I need to create two separate reports with separate datasets whereby Chat: Engagement [default] is for the mobile SDK channel reporting and Chat: Messaging Tickets [default] is for the Messaging (incl. WhatsApp) channels?

    2. I've enabled the Answer bot for the Messaging channel, how do I create/view a report which reports on the volume of messaging sessions that were resolved by the Answer bot versus messaging sessions that were transferred to a live agent and calculating the % of such metrics? Please guide me. 

    • You can use the following Answer Bot metrics from this article
         

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  • Evan McGivern

    Hi Zendesk team, Arianne Batiles

    Maybe you will be able to help as I have similar question to Jee? 

    Similarly to AnswerBot is it possible via messaging and flowbuilder to analyse the interactions our customers had with the flowbuilder bot that we deflected and it didn't turn into a ticket directly? 

    0
  • Arianne Batiles
    Zendesk Customer Care

    Hi Evan McGivern

    I'll create a ticket for us to further discuss this. Kindly check your inbox for updates. Thanks! 

    0
  • Taylor

    How can you tell how many customers did not get routed to an agent? This will help us determine how effective the bots are.

    0
  • Francis Casino
    Zendesk Customer Care
    Hi Taylor,

    I'd like to share that there is a comprehensive report available in Zendesk Explore that can provide valuable insights into the effectiveness of Answer Bot. This report focuses on several key metrics, such as the number of attempts, answers provided, clicks, and ultimate issue resolutions.
     
    For a detailed guide on creating this report and leveraging it to evaluate Answer Bot's performance, I recommend checking out the following resource: Explore recipe: Answer Bot attempts through to resolutions. This guide will walk you through the steps needed to generate this report and analyze the data effectively.
     
    If you have any additional questions or require further assistance, please don't hesitate to reach out. We're here to help.
    0

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