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Add total chats assigned to Chat Analytics dashboard for individual agents
Answered
Posted Mar 28, 2024
Currently, the Chat Analytics dashboard (https://simplepractice.zendesk.com/chat/agent#analytics/chat) shows the accepted chats and acceptance rate when filtering to individual agents. However, there isn't a metric on the dashboard that reflects total chats offered. It would be helpful to include the total chats offered for our team to better track this data.
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3 comments
Shawna James
Thank you for taking the time to provide us with your feedback. Can I point you in the direction of our product feedback template? This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. If you could, we would appreciate you taking the time to update your post and utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Josh Mello
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Currently, the Chat Analytics dashboard (https://simplepractice.zendesk.com/chat/agent#analytics/chat) shows the accepted chats and acceptance rate when filtering to individual agents. However, there isn't a metric on the dashboard that reflects total chats offered. It would be helpful to include the total chats offered for our team (admins, agents) to better track this data.
What problem do you see this solving? (1-2 sentences)
This would allow our team to quickly gather this data in a central location without having to create custom reports in Explore.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This metric is needed on a daily basis as it's used to track team member productivity and metrics.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes, we create custom reports and dashboards in Explore to compensate.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Ideally, additional data would be added to the Chat Analytics dashboard so that all data could be gathered from one location. Main points of data that would be helpful to add are number of missed chats, total chats, and URLs for chats served.
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Sarah Darmawan
Hi there Josh,
Thanks for taking the time to provide feedback. While there aren't any plans to include new metrics into the Chat analytics dashboard, this information is available on Explore in the Agent State and Activity dataset. You will require Agent Workspace to be activated to use this, however.
Hope this helps!
- Sarah D.
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