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Messaging Dataset - Explore Attribute for Updater
Posted Jul 05, 2023
The messaging dataset has an attribute for assignee, but this does not get us the correct data we need if the ticket is reassigned to another agent or group. We use this info to calculate productivity, so this means the credit is going to the wrong agent if the ticket has to be reassigned to another agent or group to be worked. We can use some of the stats in the tickets dataset to get some of what we need, but we also need to see more specific data related to messages sent, like average assignment time, resolution time, and reply time. We cannot accurately report on this data for each agent without having an attribute that ensures the report is basing it on the updater and not the assignee. It should be more similar to the chat dataset, which did allow us to pull this data for the correct agent based on the agent who was serving the customer.
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6 comments
KROB
Yes, we are using the Ticket Updates history dataset for now, but it would be more helpful to have all of the details we want on a single, accurate, report. Right now we can't trust that the data is correct in the messaging dataset, so it's not useful for us.
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KROB
I just wanted to post another update here. We're still having problems with this. The ticket updates history dataset doesn't tell us the number of messages sent or tickets actually worked, so if an agent does anything, such as triage the ticket, it is essentially giving them credit like they worked it. This does not work for our metrics and how we calculate productivity. We need to know how many tickets they actually sent messages on to track productivity. This isn't available in the messaging dataset either, since that's based on current assignee, which may not be the agent who messaged the customer on that ticket, or multiple agents may have messaged the customer over a span of multiple days. We want to make sure the proper agents are getting credit on their productivity metrics.
We either need to have a metric in messaging that tells us how many tickets an agent sent messages on, or something in ticket updates dataset that can tell us that information. We have a metric that tells us how many public comments they did as a D count, this is what I'm asking for on messaging tickets. I'm sure other Zendesk customers would find this helpful.
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Elaine
It appears that the current messaging dataset attribute for assignees doesn't provide the necessary accuracy for your productivity calculations, especially when tickets are reassigned to different agents or groups during their lifecycle. This can lead to incorrect attribution of credit to agents. To address this issue and obtain more precise data, you would like to incorporate specific message-related statistics such as average assignment time, resolution time, and reply time. Additionally, you aim to ensure that the report is based on the updater (the agent who last interacted with the ticket) rather than the initial assignee.
The messaging dataset is in its early stages, and we acknowledge your feedback. We are committed to continuous improvement, and we hope to release enhancements to this feature in the near future. Thank you for your input, and we look forward to delivering an even better experience.
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James Traynelis
We would like this feature
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Kris
We have a similar need. Our source of truth data in Looker is only refreshed daily so we were hoping to give our agents a more real-time option. We provide support through a mix of Messaging and non-Messaging, but do not do ticket ownership generally so the assignee is not reliable. This is possible for non-Messaging, but not for Messaging. At a minimum we'd like to report on the number of Messaging conversations a reply is sent on and how many replies are sent on them.
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Wojciech Smajda
Thank you for bringing this issue to our attention.
We understand the importance of accurate data for calculating productivity and reporting. However in the short term, we do not have plans to make changes to the current dataset structure. We appreciate your feedback and encourage you to continue sharing your insights, as they help us improve our services.
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