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Acceptance Rate on Agent Level for Messaging
Posted Jan 21, 2025
Feature Request: Agent-Level Acceptance Rate for Messaging
Currently, the Acceptance Rate metric in Zendesk messaging is only available at the ticket level, making it challenging to evaluate agent-level performance accurately. This feature request is to implement an Acceptance Rate metric for individual agents, similar to what exists for Live Chat.
Description/Use Case:
The requested feature would enable tracking and analyzing Acceptance Rate for messaging at the agent level, providing insights into how effectively individual agents are engaging with incoming conversation offers. For example, this metric would allow managers to:
-Identify agents who are consistently missing messaging offers.
-Measure and improve agent responsiveness for messaging, especially in high-traffic environments.
-Benchmark agent performance and set clear KPIs for acceptance behavior. This functionality would align messaging performance monitoring the same with Live Chat, where agent-level Acceptance Rate is already available and highly valuable for performance evaluation.
Business Impact of Current Limitation:
The lack of agent-level Acceptance Rate tracking in Zendesk messaging creates the following challenges:
-Inability to Track Agent Responsiveness: Managers cannot accurately identify which agents are failing to accept messaging conversations. This can lead to missed opportunities and inconsistent customer experiences.
-Reduced Accountability: Without an agent-level metric, it’s harder to hold individual agents accountable for their responsiveness to messaging offers.
-Performance Optimization Limitations: Teams are unable to provide targeted coaching or performance improvement plans for agents, potentially impacting overall team efficiency and customer satisfaction.
Adding this metric would enhance Zendesk’s reporting capabilities and ensure that messaging workflows are as robust and measurable as those for Live Chat.
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2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. 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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Jahn
Thank you Shawna James - at the moment it was confirmed by Zendesk that there's no alternative metric that we can use for this so we will highly appreciate if we can have this metric for messaging same with the Live Chat before.
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