Acceptance Rate is a metric my team is interested in improving for our Chat support. Via the ZenDesk Help article "Why is there a discrepancy between accepted and served chats?," ZenDesk defines Acceptance Rate as:
Accepted Chats / Assigned Chats = Acceptance Rate
I'm able to find the number of Chats Accepted for Agents easily in the Chat Analytics, and I'm able to see the Acceptance % for Agents in the Analytics too. However, the number of Chats Assigned is not displayed. I've had to export the data to a spreadsheet, add a formulas to derive the number of Assigned Chats from the Acceptance Rate percentage and the Chats Accepted number, and then import that to my main Chat Analytics spreadsheet.
Is there a place I can find the number of Chats Assigned figure more easily? It seems like all the data is there in Chat Analytics already, so I just may be looking in the wrong place. Appreciate any help on this.
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