Explore recipe: Measuring agent acceptance rate

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  • T Ramarajan

    We are not getting Messaging Channel metrics in Chat Dataset. Not getting the performance for Messaging. Can we get the solution on priority.

  • Angie

    Is there a way to set this up for the Messaging Channel with auto-assign on? It seems when I use the above recipe, there is no data which is not correct.

  • Noly Maron Unson
    Zendesk Customer Care

    Hi Angie,

    Messaging uses its own dataset and contains different Metrics and Attributes compared to the Chat dataset. Here are the datasets for messaging: Metrics and attributes for Zendesk messaging.

    It is not possible at the moment to create a similar report described in this article for messaging but I will mark this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.

    Hope this helps. 


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