Zendesk is counting ANY chat where the agent doesn't respond to a message from the visitor as "dropped", and advises their customers to use a shortcut to to send a message before closing the chat to prevent it from being counted as dropped.
As others have pointed out (see posts linked below) this logic is inaccurate, and, creates "noise" in the reporting as it's counting chats we consider to be complete as dropped. Sometimes, it is unnecessary for an agent to "have the last word" in the chat as others have mentioned. It also makes for an awkward exchange with the visitor. And messaging the visitor again may just cause the visitor to respond again (with a thank you or a goodbye).
Zendesk should not require the agent to reply to every message from the visitor. If the agent doesn't reply BUT physically clicks the end chat button, the chat should be counted as complete. If the agent doesn't respond after initially interacting with the customer AND doesn't click the end chat button then this should be counted as dropped.
Please consider changing this logic!
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