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Jahn

Joined May 24, 2022

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Last activity Feb 11, 2025

Zendesk LuminaryCommunity Moderator

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ACTIVITY OVERVIEW

Latest activity by Jahn

Jahn commented,

Community comment Feedback - Reporting and analytics (Explore)

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.

View comment · Posted Jan 22, 2025 · Jahn

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Jahn created a post,

Post Feedback - Reporting and analytics (Explore)

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.

Edited Jan 21, 2025 · Jahn

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Jahn commented,

CommentBuilding reports

Karen Hynes Erin O'Callaghan - is there a chance we can incorporate ticket data here as what D.Fitz mentioned above?

We want to check the validity of the metrics this dataset is providing by adding drill in function to see the ticket ID whether it is really missed by an agent. So far, there's no other way to validate whether the data on this dataset is 100% accurate. 

View comment · Posted Jan 17, 2025 · Jahn

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Jahn commented,

CommentBuilding reports

Hello Brett Bowser Erin O'Callaghan  - I have already logged feedback under this post.

Just an update that we still don't have accurate number for Acceptance Rate against specific agent. What happening is that if let say an agent has 75% acceptance rate for the month and you drill that in to see those ticket he/she missed, it will also give you the tickets that technically being missed by the other agent instead of the specific agent only. 

We badly need to have the Acceptance Rate% to be accurate on agent level.

View comment · Posted Jan 17, 2025 · Jahn

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Jahn commented,

CommentZendesk messaging

Hello BAKO - do you mind sharing your actual condition and action trigger for us to have a look if you are missing anything and as to why the csat is not firing for you? 

View comment · Posted Dec 10, 2024 · Jahn

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Jahn commented,

CommentCreating dashboards

+1 to Sandra's request. 

Apparently, the advance filter on the new builder is not that advanced anymore. Hope we can add the advance filter back as it was before. 

View comment · Posted Dec 09, 2024 · Jahn

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Jahn commented,

CommentZendesk messaging

Hello Aimee Spanier - just a feedback on this below clause 

"When an agent ends a messaging session, the associated ticket is treated as an email ticket for agents rather than a messaging ticket. However, your routing rules for messaging and email won’t be applied to these tickets." 

This makes sense but the issue is the system (Zendesk) automatically removed the ticket assignee on an ended and escalated messaging that is now treated as email ticket as soon as the assignee goes offline/away status. This leaves as bunch of unassigned “messaging” ticket that is not being assigned automatically to an online agents with capacity. 

View comment · Posted Dec 05, 2024 · Jahn

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Jahn commented,

CommentRouting

Hello Barry Neary Jacquelyn Brewer - I was just being made aware that once the messaging session has been ended the ticket will be treated already as “email” and no longer messaging which is understandable but the challenge here is if the original agent/assignee of the ended messaging ticket go offline or away, Zendesk automatically removed the assignee and placing the ticket back to the group and per the Zendesk agent I spoke with, ticket will no longer be automatically reassign to any online agent within the group.

Is there a way that we can automatically reassign those ended messaging tickets that is now treated as email to be automatically get assign to an available agent with capacity? 

View comment · Posted Dec 05, 2024 · Jahn

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Jahn commented,

CommentMore integrations

Hope to see more integration to other HR tools in the future. 

View comment · Posted Dec 04, 2024 · Jahn

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Jahn commented,

CommentBuilding reports

Thank you for the claification Brandon Tidd. We are explicitly looking for a metric to differentiate connected to human outbound calls versus connected to voicemail outbound call.

Is there something you can recommend on this? 

View comment · Posted Dec 04, 2024 · Jahn

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