Reporting Resolved Chats
As part of our ticket deflection metrics we'd like to ID inquiries resolved via Chat. Existing default dashboards in Explore and Chat Admin allow us to see completed chats, however a completed chat isn't necessarily a resolved chat. The chat may have ended with a ticket created that requires further investigation. We were thinking of leveraging tags, to tag chats as "chat resolved" but wondering if there is a default method that exists to ID chat resolutions, or are there any suggestions/best practices to accomplish this?
As it turns out, there's no specific metric for this use case. The only option is the one that you are currently planning which is to tag chats whenever it's completed by agents.
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