Metrics and attributes for Zendesk messaging

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33 Comments

  • Andrei
    Community Moderator
    The Wise One - 2021

    Hey, great to have this dataset finally! 

    I am curious about Wait status attribute (compared to Ticket status). What is the main difference and use cases to use it? 

    Andrei Kamarouski
    Zendesk ExpertPythia AI Co-Founder

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Andrei, 

    Wait is not a new status. It collectively refers to the existing Ticket status - Pending and On-hold. 

    Wait status - Refers to ticket status. Possible values are Pending and On-hold.

    - Prakruti

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  • Lauren Benkov

    Is this dataset also available via the Chat APIs? We're trying to find some of this data in Snowflake and it seems like it is not there. 

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  • Gab Guinto
    Zendesk Customer Care
    Hi Lauren,

    I'm afraid these metrics for Messaging aren't available yet via the API. At this time, only the First reply time for messaging can be pulled using the Ticket metrics API. 
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  • Lauren Benkov

    @... Is there a timeline for this? This is really frustrating to not be able to report on this in Looker with the rest of our data. 

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  • Gab Guinto
    Zendesk Customer Care
    Hi Lauren,

    Unfortunately, there is nothing specific that we can share yet at this time. If you have the time, I would suggest that you create a post in out Chat & Messaging topic in the Community to engage with other users with the same needs. Our Product Managers monitor the threads in the Product Feedback sections. It would be helpful if you can provide as much details as possible in your post, like specific datapoints or metrics that you need to pull. Thank you, Lauren!
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  • Lauren Benkov

    Thanks @... - just did that!

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  • Andrei
    Community Moderator
    The Wise One - 2021

    Hey, any ETA about adding Agent name attribute to track the agent activities (like messages)on a more granular updates level (deeper than just the Assignee name)?

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  • Gina Guerra
    Zendesk Luminary

    Hi, can we report on custom ticket fields for messaging tickets (outside of creating a custom attribute based on tags)?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Andrei,

    According to the Messaging team, the option to slice the data by user – and not just by ticket assignee – is on the radar of Product. But, I'm afraid we don't have a specific timeline or more details that we can share at this time. 
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  • Gab Guinto
    Zendesk Customer Care
    Hi Gina,

    At this time, the only option to report on custom field data in the Messaging dataset is through the value tags. There are no definite plans yet to make the custom field data available through native attributes in this dataset. If you have time, I would recommend that you start a post in the Product Feedback topic in our community to engage with other users who have similar needs. If the Product team sees that there's high engagement in the thread, then hopefully it will be flagged for future roadmap planning. 
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  • Kelsey Davis

    Our Agents work on tickets from all channels over the course of a shift, so not being able to report on Replies & Solves for all tickets Agents manage in the same report is really crippling for our reporting (as is not having update-oriented metrics & attributes -- Assignee-based reporting completely erases record of an Agent's work if the ticket is passed to another Agent when they turn over shifts, which happens very frequently)

    Without this info in one dataset, we can't report on Agent output performance in Explore & we can't pull it to our database to do so either at this point. Will Messaging Solves & Replies be available in the Ticket + Updates History datasets? Some components of those tickets are available to report on in the Ticket dataset, but not two of the most core metrics for reporting on Agent output performance.

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  • Gab Guinto
    Zendesk Customer Care
    Hi Lauren,

    There are no specific details or timeline that we can share at the moment, but according to our Product team, adding more options to report on agent activity within Messaging conversations are in the radar. I would suggest to start a thread in the Product Feedback topic which the team actively monitors; and if you can, add as much details about your reporting needs in your post.

    Thanks Lauren!
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  • Harper Dane
    Zendesk Luminary

    None of these metrics seem to measure the number of times an inbound Message was served up to an agent but didn't get picked up (timed out and was served to a different agent after XX seconds). Any plans to make this metric available for reporting?

    We really need visibility into the number of Messaging threads served up to an agent vs the number of threads they actually click "accept" on.

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  • Gab Guinto
    Zendesk Customer Care
    Hi Harper,

    There are no definite details and timeline yet that we can share, but the Product team continues to work to add more options for reporting on Messaging activity. At the moment, there's not metric or attribute in the Messaging dataset to count the number of missed assignments. I didn't find an ongoing thread on this yet, but if you have time, I would suggest that you start a post in the Product Feedback topic in our Community to engage with more users with similar reporting needs. Our Product team actively monitor the feedback threads, and it would be great if you can share more info on what metrics you need in your reports.

    Thank you, Harper. 
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  • Caroline

    Hi,

    I believe we need agent name activity, not just assignee. Because when agent change from A to B, if we use assignee name. all the result would go to agent B. We need the calculation for agent A as well

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  • Gab Guinto
    Zendesk Customer Care
    Hi Caroline,

    That's right, at this time, there's no attribute for reporting on the actual agent who engaged with the user or sent the messages within the conversation. There's no definite plans yet to include this in future updates for the Messaging dataset, but if you have time, I would recommend that you create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
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  • Bénédicte PEREZ

    Hi!
    I cannot find Two-touch and Multi-touch metric definition. Could it be possible to add it?
    Thank you!

    Bénédicte

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  • Anne Ronalter
    Zendesk Customer Care
    Hello Benedicte,

    The definition can be found in the following article:
    Analyzing agent ticket touches with Explore

    One-touch tickets: Tickets that were solved with only one agent reply.
    Two-touch tickets: Tickets that were solved with two agent replies.
    Multi-touch tickets: Tickets that were solved with more than two agent replies.
     

     
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  • Mira

    We would really like to have the URL that the customer contacted us from using the messaging widget to be part o a dataset so we can see the most popular pages for customers to request help from. Then we could cross reference with tags to see what they contact us about from each page.

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  • Tia Palauni

    Are there plans to have messaging reporting/metrics include things such as refusals? Meaning, when an agent is first assigned a message, but doesn't accept it in the allotted time and the message is therefore re-routed to another agent. This would be extremely helpful to have as refusals is a large part of KPIs.

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  • James G
    Zendesk Customer Care

    Hello Tia, at the moment, there's no metric or attribute in the Messaging dataset that could measure refusal (missed assignments) and there is no timeline that we can share yet if this will become available in the future. For now, I would recommend creating a post on our Zendesk Explore Feedback page to engage with other users who have similar needs. 

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  • Prakruti Hindia
    Zendesk Product Manager

    Apologies for delayed responses to asks here. Anne and Gabe - Thank you for your responses. 

    Are there plans to have messaging reporting/metrics include things such as refusals? Meaning, when an agent is first assigned a message, but doesn't accept it in the allotted time and the message is therefore re-routed to another agent. 

    We really need visibility into the number of Messaging threads served up to an agent vs the number of threads they actually click "accept" on.

    We do plan to support accepts and re-assignments (refusals) in our reporting. 

    Report on custom ticket fields for messaging tickets 

    Slicing data using the values in the custom ticket field is on the roadmap for this year. 

     Will Messaging Solves & Replies be available in the Ticket + Updates History datasets?

    Messaging solves are available as Ticket Solves in the Updates History dataset. Similarly, Assignee Updates in the Updates dataset can provide insights into the agents who have handled the ticket. 

    Support for more granular reporting for messaging and APIs are on our radar. 

    - Prakruti

     

     

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  • Hilary Dudek

    I don't see an attribute in Chat Messaging Tickets data set for

    Unassigned unreplied messaging tickets

    I also don't see a definition in this article for Unreplied Unsolved Messaging Tickets, which is an attribute in Explore. 

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Hilary Dudek, the Unassigned unreplied messaging tickets metric should actually have been titled Unreplied unsolved messaging tickets instead, so I've made that switch in the article above. Thanks for pointing this out!

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  • Anais

    How can I report on our agents' activity on Messaging (on Support too, but let's tackle one problem at a time)? For example, how many tickets each agent is dealing with per day, how many tickets they resolved and how many tickets they reassigned to another team, etc. 

    I'm really struggling with the fact that the Assignee attribute is showing only tickets assigned to that person NOW. We want to report on the activity of our "front-line" agents (= members of the team who are the first people answering the incoming messaging tickets), so they reassign to the appropriate team a fair number of tickets.

    Am I missing something? I've been looking in all datasets and can't find anything. 

    It is so important for us, and I'm guessing for many other businesses. 

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  • Tony
    Zendesk Customer Care
    Hi there!
    I think you can get some inspiration by checking this well-structured article here. If you get stuck at any point while creating a report, we suggest you to get in touch with our support or, in case you think this could be a better option, we could redirect you to our professional service team.
     
    Best,
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  • Bonnie Minnamon

    I am trying to build a report that allows me to see how many incoming messages are self-resolved and how many are transferred to an agent. I have looked through all the data sets and I cannot find one that will help me build a report around self-help vs agent involvement. 

    In the same thought, I also wonder if there is a way to view searches vs tickets created by users by user. As in the dashboard for Zendesk Guide and searches tab but combine the same user. If a user views 6 articles and starts 1 ticket that will be different metrics than a user viewing 1 article and creating 1 ticket.

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Bonnie, 
     
    I would suggest that you initiate a conversation with us, so that one of our Support Engineers will be able to help you with your desired report. 
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  • Liam Kelly

    Will there be metrics regarding proactive messaging? We would like to see how this is working for us.

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