Agent Workspace - Improve data consolidation between chat and email (SLAs)

3 Comments

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Ray,

    Thank you for writing in. Can you tell me more about the problem ? Do you have same agents handling chats and emails ? As a result, are we looking at consolidated set of metrics for the team ? 

    - Prakruti

    0
  • Ray Van Voorhis

    Thanks Prakruti. 

    We do indeed have individuals agents handling both email and chat. But even if we want to look at our collective team metrics for first reply time, using the Support database in Explore allows us to report on median first reply time by channel, but the data for Chat is incorrect. I believe this is due to the Support database still looking for the first public comment on a ticket, which doesn't apply to chats in the agent workspace (appended as private comment thread). Instead, I believe it looks at the time the ticket was created until the time we send a public response (for example, when we follow up via email to an ended chat). 
    What we want to see, ideally in a single database, is the actual first reply in the chat itself. We can pull this from the chat database, but not support. 

    1
  • Ray Van Voorhis

    Updating this thread, I realize that there's a setting within Zendesk to not have the chat appended as a private comment, but changing that setting would have a host of other implications I'd prefer not to enable. 

    1

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