Chat Time in Seconds and History of Offers and Serves in Reports and Transcripts

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1 Comments

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Heather, 

    Thank you for writing in.

    1. The exact footprint of the chat : Acceptance Rate should provide an idea of the number of chats accepted by the agent to the chats offered. However, we do not support the traceability of a chat yet. I assume that looking through footprint each chat would be time-consuming if the chat volume is high. How do you plan to use this information? Would it be used on a case-by-case basis? 

    2. Time be displayed in seconds: Sounds like agents have SLAs for every response. It would be efficient to notify the agents nearing SLA breach. We will consider your feedback for our planning in 2019.

    - Prakruti 

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