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Messaging Reporting - Offered v Accepted
Posted Jun 14, 2023
Request Summary: The ability to be able to report on messaging threads offered v accepted by an agent. Whilst this is shown on an individual ticket basis under events, it is not able to be reported on to measure agent efficiency
Use Case: Agents are missing chats and this is being offered elsewhere. Surely this is a basic efficiency measurement and given offered is tracked by agent level, I don't see why this cannot be reported on as offered v accepted - in the same manner calls are measured on declined and missed calls.
Impact of this is severe as it is a basic measure of agent efficiency which is not visible.
I believe I will not be the only person wanting to see a report on this metric
10
22 comments
Official
Arpan Nagdeve
Hi Rachel/Vivekanand,
Supporting acceptance rate on the explore reporting is under development currently. We'll rollout changes closer to the end of the year.
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Arpan Nagdeve
Hi John,
Reporting on the agent efficiency ( Agent Productivity) is a key focus area for us, and we are currently working on the plans to introduce the metrics that you have asked for (Acceptance Rate). We are still under planning and I don't have a concrete date yet to commit to you.
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Amelia
+1
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Arthur
+1
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Tim M
Arpan Nagdeve Do you have any update over the last 4 months? This would be a very helpful metric to report on with messaging.
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Shawna James
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Tim M
This appears in the messaging dataset as of 10/19. This was discovered while building reports in explore. Shawna James Can you confirm that this is released to all pods for explore?
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Shawna James
Thanks for your question Tim M I have reached out to our PM team for a response here.
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Vivekanand Pandey
Need this report as we need to monitor these.
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Rachel G.
Hoping this is offered ASAP
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Vivekanand Pandey
This is one of important parameter we want to monitor. Please build this soon.
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Meedo
Any Updates here please?
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John-Paul Page
Any updates? In November 2023 Arpan advised this will be rolled out changes closer to the end of year, but didn't specify which year. Just making sure this is just delayed and not another 12 months or more wait?
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Meedo
John-Paul Page ZD already released some metrics to offered vs. acceptance but it is not solid yet.
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John-Paul Page
Thanks
Must have missed these, do you have a link to what was released?
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Brett Bowser
John-Paul Page I believe this announcement is what Mohamed is referencing: Announcing additional Explore metrics to drill down into first reply for messaging channels
You can also see a full list of metrics and attributes available in the messaging dataset here: Metrics and attributes for Zendesk messaging
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Jahn
Shawna James Arpan Nagdeve - any update on this metric in explore?
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Jahn
Shawna James Arpan Nagdeve - I have created custom metrics based on the Offers and Accepted messaging to capture both "Missed Messaging" and "Messaging Acceptance Rate". Though, this provides correct number but the issue is Zendesk does not assign the missed messaging correctly to an agent.
1. Missed Messaging: SUM(Offers) - SUM(Acceptances)
2. Acceptance Rate - Messaging %: SUM(Acceptances)/SUM(Offers)
Example:
1. Agent 1 has been offered messaging and did not accept it and got reassigned to the next available agent (Agent 2) under the same skill. Expected behavior is Agent 1 will take the hit of missed messaging but per drilling in on the report Agent 2 is the one taking the hit for missed assignment.
Hope we can have this metric natively the soonest time as again showing correct number but as a group level only but not on agent level.
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Jahn
Arpan Nagdeve Shawna James - I can see that there is already a metric called Acceptance Rate in messaging (IF VALUE(Offers) > 0 THEN MINIMUM(VALUE(Acceptances)/VALUE(Offers), 1) ELSE 0 ENDIF) but when I drill in the result it gives incorrect data also shows as Median instead of SUM?
The missed assignment still falls onto the one who technically accepted the assignment instead of the one who missed it.
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Marius Gavril
With more and more people transitioning to Messaging as a pre-requisite to Chatbot and AI add-ons, it is imperative that companies are able to attribute Offers, Acceptances and Acceptance Rate % on an individual level.
This helps alleviate the level of effort required to identify whether the right course of action is with actioning outliers or applying a team wide solution.
Offers, Acceptances and Acceptance Rate % in their current format (ticket based) are helpful, but only to a limited extent. The priority development of an agent based value for these metrics will make any Operation's life easier and help sustain performance.
In a context where:
The ideal scenario would be to capture an individuals' direct performance for tickets that they have been offered and extract:
5
Giulio
Marius proposal is perfect! Is there any news about this release?
1
Kyle K.
+1 to better reporting for this. There needs to be a more specific reporting option to see which ticket(s) an agent missed rather than just general numbers w/ no specifics available.
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