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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


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22 comments

Official

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Arpan Nagdeve

Zendesk Product Manager

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

Zendesk Product Manager

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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+1

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+1

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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

Community Product Feedback Specialist

Hey all thank you for continuing to provide your feedback here. I want to confirm this has been logged and flagged for our PM team to review and they will reach out when there is another update to provide, as soon as they are able. Thank you for your patience as they respond. 

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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

Community Product Feedback Specialist

Thanks for your question Tim M I have reached out to our PM team for a response here. 

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Need this report as we need to monitor these.

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Hoping this is offered ASAP

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This is one of important parameter we want to monitor. Please build this soon.

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Any Updates here please? 

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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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John-Paul Page ZD already released some metrics to offered vs. acceptance but it is not solid yet. 

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Thanks

Must have missed these, do you have a link to what was released?

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Brett Bowser

Zendesk Community Manager

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

Zendesk LuminaryCommunity Moderator

Shawna James Arpan Nagdeve - any update on this metric in explore? 

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Jahn

Zendesk LuminaryCommunity Moderator

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

Zendesk LuminaryCommunity Moderator

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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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:

  • Conversation is offered to Agent 1
  • Agent 1 does not accept
  • Same conversation is then offered to Agent 2
  • Agent 2 accepts

The ideal scenario would be to capture an individuals' direct performance for tickets that they have been offered and extract:

  • Offers 1, Acceptances 0 and Acceptance 0% for Agent 1
  • Offers 1, Acceptances 1 and Acceptance 100% for Agent 2

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Marius proposal is perfect! Is there any news about this release?

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+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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