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Allie Dawson

Joined Feb 23, 2024

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Last activity Feb 24, 2025

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Latest activity by Allie Dawson

Allie Dawson commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi, is there any update on this request? Messaging metrics in general seem to lack individual data and focus more on the overall behavior of tickets. For us to be able to give agents feedback, we need to be able to measure their behavior specifically, and acceptance rate by user is one of those key metrics we require.

View comment · Posted Dec 20, 2024 · Allie Dawson

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Allie Dawson commented,

Community comment Feedback - Reporting and analytics (Explore)

I second this metric request, as we also need the ability to quantify how often agents are missing offered chats. This exists in Chat, but now that we are migrating to Messaging, we're losing this data point. We use this metric to monitor agent behavior and it helps us identify when we have staffing opportunities.

View comment · Posted Sep 13, 2024 · Allie Dawson

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Allie Dawson commented,

CommentZendesk messaging

@david When you mention, "number of missed chats by who started them", what does "started them" mean? 

View comment · Posted Feb 23, 2024 · Allie Dawson

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