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Why is there a discrepancy between accepted and served chats?



Edited Jul 28, 2023


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6 comments

I don't see any metrics for "accepted chats". I do have a metric, "Accepted Assignments". Was this metric renamed since this was written? 
My problem is that the "Accepted Assignments" metric is actually higher than the number of served chats, total. Is this a known issue as well? I'm completely baffled how more chats could be accepted through assigning, than were served. 



Edit: I now know the reason Accepted Assignments can be higher than Served Chats, is because agents can accept an assignment, but fail to get a message in before the requester exists, which is marked as a Missed Chat, not a Served Chat, but is still an Accepted Assignment. 

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Jahn

Zendesk LuminaryCommunity Moderator

Zendesk Team - I was also told by your customer support team that Served Chats also includes missed engagement/assignments. 

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The definition still isn't making sense to me. My agents are only assigned chats by the system, these situations can not occur

 

  • Proactively initiating chats with visitors
  • Joining chats served by other agents
  • Receiving chats that are transferred from other agents
  • Manually picking up unassigned chats when the chat limit is reached

Yet we still have a discrepancy 

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Hi team!

A quick question, if an end-user were to start a chat but then leave right before it's accepted, would this negatively impact the agent's chat acceptance rate?

If so, is there a way to prevent that from happening? I don't want the team to be negatively impacted because the end-user leaves the chat early/within seconds of starting.

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Viktor Osetrov

Zendesk Customer Care

Hello Ryan K,

No, it's not impacted if you use the following Engagement metrics:
 
Metric Definition Calculation
Accepted assignments The number of engagements which were assigned to an agent and accepted. During a chat session, end-user can interact with multiple agents. Each interaction is counted as a different engagement. IF ([Engagement assignment]="Assignment Accepted") THEN [Engagement ID] ENDIF
Please follow this Explore recipe: Measuring agent acceptance rate
Hope it helps 

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Thanks, Viktor. It actually looks like acceptance rate is impacted if a user 'starts a chat', the chat is then assigned to an agent, but then the user leaves the chat before the agent has a chance to accept it.

I just confirmed this on my end. Thanks!

 

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