Analyzing your messaging tickets

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4 Comments

  • Taylor

    Is it possible to see how many people used the messaging bot and did not get routed to an agent? We'd like to understand how many customers are finding resolution with our bots. This will help us determine how effective our flows are.

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  • JR Lausin
    Zendesk Customer Care
    Hi Taylor,

    This can be seen in Explore. You just have to create a report that will show the count of unassisted solved tickets. For the complete guide on how you can create this report, please refer to this article: https://support.zendesk.com/hc/en-us/articles/4410025589274-Explore-recipe-Answer-Bot-counts-of-unassisted-solved-tickets
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  • Mayra

    How can I see on Zendesk Explorer the total number and % of chats that an agent didn't accept?

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  • David

    To measure the total number and percentage of chats that an agent didn’t accept in Zendesk Explore, you can follow these steps:

    1. In Explore, click on the reports icon.
    2. Click on New report.
    3. On the Select a dataset page, click on Chat > Chat - Engagement, then click on Start report.
    4. Add a metric by clicking on Add in the Metrics panel. From the list of metrics, choose Chat Engagements > Missed Assignments, then click on Apply. This will display the total number of missed chats.
    5. Add another metric by clicking on Add in the Metrics panel. From the list of metrics, choose Chat Engagements > % Assignment acceptance rate, then click on Apply. This will display the percentage of chats that the agent didn’t accept.
    6. Finally, add an attribute that will break down the number of missed chats by who started them. In the Rows section, click on Add. From the list of attributes, choose Engagement agent > Agent name, and then click on Apply.

    You should now have a report that displays the total number and percentage of chats that an agent didn’t accept, broken down by who started the chat.

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