Why is there a discrepancy in Served chats between Analytics and Explore?

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3 Comments

  • Dream

    Excuse me what is definition of "Not Engaged" in Chat Completion?

    0
  • Matthew Miranda

    Hi Kamolchanok,

    Thank you for reaching out!

    "Not engaged" means the agent proactively joined the chat (outbound) but didn't end up sending a message to the visitor to start the chat conversation.

    I hope this helps. Let us know if you need anything else.

    Regards,

    Matthew Miranda | Customer Advocate |
    https://www.zendesk.com |

    0
  • Johan Schledermann

    Hi there,

    Are there any other other possibilities for discrepancies? I have a query set up on agent name, date with dcount and count on served chats. One agent shows 137 on dcount and 151 on count with not engaged excluded. For the same date interval analytics shows 141.

    Br
    Johan

    0

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