Inbound Chats being over-counted to assignation

1 Comments

  • Elissa
    Comment actions Permalink

    Hello Mauricio,

    There is a metric called "accepted assignments" which would show you only the assignments that an agent accepted. This means it would filter out any assignments that the agent did not end up taking on as a true chat. 

    There are a number of other metrics that might help with what you're looking for as well, you can see them all in this article: Metrics and attributes for Zendesk Chat

    You can also use them to create your own custom metric. See more about that in this article: Creating standard calculated metrics and attributes.

    I hope that helps!

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