Measuring First Reply Time with a Chatbot

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David Walker

Zendesk Luminary

Posted Mar 29, 2022

In reference to this article: https://support.zendesk.com/hc/en-us/articles/4408819082778-How-is-Engagement-first-reply-time-calculated-when-a-bot-transfers-the-chat-to-an-agent-

We have a third-party chatbot with the following setup:

  • It has its own department
  • In a handover event, it transfers the chat to a human group
  • It does not leave the chat until an agent has accepted the chat

To our knowledge, we have no option in Explore to measure the time between these events:

  • Last message from chatbot
  • First message from agent

We would like to understand the wait time in between these events. Using Engagement first reply time doesn't give any insight into the amount of time a customer waited in queue. 

Is there something we're missing here, or potential this measurement could be included in Explore?

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3 comments

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    Newest
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      Daniel Aron

      Hi David, thanks for your feedback. For third party bots, I believe you would need to investigate whether your bot provider has anything that can help, for example an integration send events to Zendesk explore.  

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      SimplexCC LTD

      Hi, 

      I was also looking for this kind of reporting, but was not able to find anything specific. We are not able to measure the waiting time after the bot handoff to live agent. 

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      Ollie

      Hi

       

      We urgently require this to be available also. We do however transfer to a queue rather than have the bot hold on for an agent but it is still impossible to correlate the data in the metrics.

       

      Thanks

      0

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