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No missed chat ticket for transferred chats
Posted Jun 05, 2020
Hi, we offer service in 5 languages and chats are sometimes assigned to a wrong department. In this case we use transfer to department option.
To spare customers frustration when they see that an agent joined the chat, then left it and they're back in the queue, we started sending them message informing them what we do ("I don't speak you language, I'm transferring the chat" etc.).
The problem is that when the customer that has been transferred to different department, closes the chat while waiting in the queue, a normal chat tickets is created, instead of a missed chat. Normally for chats dropped while waiting in the queue a missed chat ticket that is open should be created .
So when customer drops the chat while being 10th in the queue, Zendesk treats it as handled chat even though their issue wasn't addressed. Since no missed chat ticket is created, those queries get lost.
I hope it makes sense. Can we somehow fix it?
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1 comment
Harriet Klymchuk
Hey Mateusz - not sure if you got a solution to this one but if you did it'd be great to know what it was!
We're currently using a combination of tags/automations to identify tickets that were missed after being transferred, but it doesn't feel like the most effective solution. We also lose a lot of metrics for transfers, such as not knowing how long a customer has been queuing when being transferred to another department.
Is there any plans to have metrics on chat that look at wait times between departments, and missed engagements?
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