What is an engagement in Chat?

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  • Nin

    What is the difference between Assignments & chat? When determining the # missed, there are significantly different numbers with either metric

  • Gab Guinto
    Zendesk Customer Care
    Hi Fernando,

    The Assignments metric looks at each engagement within a single Chat (a chat request/session from a visitor). As discussed above, a single Chat can have multiple Engagements. Example: an agent missed the chat assignment, and that same chat request was rerouted to the next agent who was able to accept the notification. That one 'Chat' will have two counts of engagements – a missed assignment for the first agent, and one accepted assignment under the second agent's name. While there's one count of 'Missed assignment' for this chat, the Chat is not considered a 'Missed Chat' because the request was ultimately served.
    But, if both agents missed the chat and the visitor left before the request was accepted, both agent engagements will be counted as a 'Missed assignments', and the whole Chat will be counted as a 'Missed Chat'. 
  • shelley


    The link Metrics and attributes for Zendesk Chat does not work, displays 

    The page you were looking for doesn't exist

    Can someone please relink?


  • Brett Bowser
    Zendesk Community Manager
    Hey Shelley,

    Thanks for bringing this to our attention! Here's the correct link you can use: https://support.zendesk.com/hc/en-us/articles/4409149177242-Metrics-and-attributes-for-live-chat

    I will follow up with our documentation team to get this article updated.

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