Web Widget Chat Improvement

Answered

1 Comments

  • Sarah Darmawan
    Zendesk Product Manager

    Hi June,

    We understand the need to accurately report on agent performance. Unfortunately, we do not have any plans to support custom conditions for Missed Chats. However, moving from Chat to Messaging keeps the conversation going, so the agent can answer anytime.

    We have plans to enhance Messaging Reporting capabilities in H2 this year with additional metrics. Do note that there is no concept dropped/missed Messaging tickets as the conversation is always ongoing. 

    Hope this helps!

    - Sarah D.

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