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Missed Assignment Validation for Chat

Answered


Posted Apr 29, 2023

Hi,

Part of the key performance indicators of our agents is the acceptance rate, which directly impacts their monthly bonus. 

However, there we are getting a lot of reports that agents keep on getting missed assignments saying that a chat was not assigned to them or sometimes they are saying that the chat was only assigned to them for approximately 5 secs but its just disappeared. 

Is there a way for me to validate this as chat events won't show that this was assigned to the agent and explore only tells me that it was missed? 

It's basically their word vs what is in Zendesk but incomplete. 


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2 comments

Hey Ahmed! Ahmed Zaid

Is it possible to create a Explore report on missed assignments?

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HI Ahmed,

Love the update! Will it also show if a chat was offered to mutiple agents?

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