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Metrics and attributes for Zendesk messaging



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Erin O'Callaghan

Zendesk Documentation Team

Edited Jan 27, 2025


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45 comments

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Liam Kelly 

We are not pushing the proactive messages data to explore yet, though this is something we'll plan in the future. Currently, you can only rely on the data that we display on the proactive messages dashboard. Hope this helps!

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Jahn

Zendesk LuminaryCommunity Moderator

Hello Erin O'Callaghan Prakruti Hindia - in live chat there is self assignment metric in which those agents manually picked up from the queue.

In messaging I can't seem to find similar metric to count that. Is it named something else or this is not yet available? 

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I need to see the agents who are not accepting the chats. If I put together the % of acceptance and the name of the agents, I will see only the ones who solved the ticket, but not those who are not accepting the offers.

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Mayra!

 

If incase you are using the metric “% Acceptance rate” with the "Assignee Name" attribute, it shouldn't just report on who was the agent who solved the ticket. This is due to “% Acceptance rate” being designed as "IF VALUE(Offers) > 0 THEN MINIMUM(VALUE(Acceptances)/VALUE(Offers), 1) ELSE 0 ENDIF". And "Assignee Name" includes users who currently have an agent or admin role, as well as users who previously had an agent or admin role and were assigned to a ticket at least once.

 

Have you tried adding the Ticket ID to see if they were the only assignee on the ticket?

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Hi! How do we report on Messaging conversations that turn into tickets? 

Example: If Messaging (live chat) is offline, those requests become tickets in our instance. 

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Hi Afton!
 
Messaging conversations are already tickets in Zendesk Support, by design. You can report on them by using the Support - Tickets dataset, just as you would do with any other ticket. Our documentation mentions that here.
 
I hope this helps.

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Hi,

Since there is no formula for seconds here, only minutes- is this why the metric I am seeing is so general?

 

Basically on my dashboard it looks like all my agents have the same response time since they are all under a minute, whereas with chat I was able to see and compare down to the second. This is one of the metrics we use for monthly performance rewards, is there a way to get more precise with this? I also track response time daily for the whole team, and having it be a median number that looks the same every day is not that helpful. Thank you!

 

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Jahn

Zendesk LuminaryCommunity Moderator

Hello Erin O'Callaghan - Do we have any updates on the missed assignments metrics for messaging?
 

I created a custom metric for this, but it's counting missed assignments towards the agent who accepted the message, not the one who missed it.
 

Is this on the roadmap? It would be great if we could add this basic metric, similar to what we had in Live Chat. Thank you!

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Erin O'Callaghan

Zendesk Documentation Team

Hi Jahn, there are no default metrics for this in the Messaging tickets dataset, but you can use the Acceptance rate metric in the Agent productivity dataset to measure the ratio of accepted work items against the total work items assigned to an agent during a specific period.

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Jahn

Zendesk LuminaryCommunity Moderator

Hi Erin O'Callaghan  -  we can get the acceptance fine but what we need to see is how many missed assignments agents have.

I can drill-in the data fine but the issue is we can't identify which ticket have been missed. Agent who actually accepted the messaging tickets is actually taking the hit of the missed assignments instead of the actual agent who missed it. 

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Brett Bowser

Zendesk Community Manager

Jahn I would recommend creating a feedback post here around the metrics you'd like added: Feedback - Reporting and analytics (Explore)

 

Just so our Product Managers have visibility for this request :). Thanks!

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Hi, There
How to compute Full Resolution - Business Hours less the hours of pending and hold time of the ticket?

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Jahn

Zendesk LuminaryCommunity Moderator

Hello Brett Bowser Erin O'Callaghan  - I have already logged feedback under this post.

Just an update that we still don't have accurate number for Acceptance Rate against specific agent. What happening is that if let say an agent has 75% acceptance rate for the month and you drill that in to see those ticket he/she missed, it will also give you the tickets that technically being missed by the other agent instead of the specific agent only. 

We badly need to have the Acceptance Rate% to be accurate on agent level.

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Can we have an attribute for Time Session Ended? I don't see any value in adding the End Session feature if we are not able to report on it, or use it in calculated metrics. Thanks! 

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Is there no “Offered To” option in explore? I need to see who the chat was offered to initially to be able to see who's missing their assignments. All I can see is the assignee, but that doesn't tell me who it was offered to initially. This ends up creating a report with agents who don't answer chats with chat metrics attached to them because they were ultimately assigned the ticket. I'm not even seeing any way to create a custom metric for this. I am surprised that this isn't a standard metric, especially since that data point is captured in the events of the ticket.

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