10 Comments

  • Ramin Shokrizadeh
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    Hi Bill,

    Thanks for the feedback around having better reporting on triggers to understand which ones are performing well.

    Are most of your triggers used to create proactive engagements with visitors? Is your measurement of success them replying back?

    Thanks,

    Ramin

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  • Lulwa Jundi
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    Yes, we need reporting on triggers too.

     

    We are in the process of creating triggers for pro-active engagement, and need to know for each trigger:

     - How many times did it fire.

    - How many clients engaged

    - If the client successfully managed to complete the 'step' required with help from our agents

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  • Brennan Valenzuela
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    +1

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  • Daniel Baras
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    +1

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  • Miguel Dubon
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    I agree that this is important and this is a basic feature for all your competitors

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  • Maria Karenda
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    +1

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  • Zac
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    Hi all,

    What if you used the "add tag" action in every Trigger to add a unique tag that corresponds with the trigger? That way you could check for chats with those tags, and from there measure how many times the corresponding trigger fired.

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  • Shashank Johri
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    Hi Zac 

    We have reporting on 'Triggered Chats' in Chat in 'Insights' analytics. You can refer to the metrics definition here:

    https://support.zendesk.com/hc/en-us/articles/206544348-Insights-metrics-reference-Professional-and-Enterprise-#topic_uhy_jr5_pdb

    Hope this helps. 

    Thanks 
    Shashank

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  • Maria Karenda
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    Hi Shashank, 

    That is useful for sure, however, currently we can't measure triggered chats with no reply from the customer.

     

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  • Shashank Johri
    Comment actions Permalink

    Hi Maria 

    Thanks. Understand the pain point. For now we do not have much granule details on Trigger reporting. We will consider that in future iterations, but nothing as such is there in near future. 

    Thanks 
    Shashank

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