Pregunta
¿Cómo se informa sobre los chats en la mensajería si no finalizan? ¿Cómo analizo mis tickets de mensajería? ¿Cómo se analizan las conversaciones en la mensajería?
Respuesta
Al crear y ver informes sobre conversaciones de mensajería, es importante recordar que la mensajería permite conversaciones persistentes. Espere para informar sobre las conversaciones de mensajería que están cerradas debido a las reglas de tickets del sistema o agregue widgets de datos en vivo a su panel para ver informes casi en tiempo real.
Informe sobre la mensajería usando los siguientes paneles o cree los suyos propios:
- Abra la bandeja de productos.
- Haga clic en el icono Explore .
- Haga clic en el icono Panel .
- Seleccione el panel que prefiera:
- El panel de Zendesk Messaging .
- El panel de datos de Explore Live
- El panel de Zendesk Support .
Para obtener más información, consulte el artículo: Métricas y atributos para la mensajería de Zendesk.
Descargo de responsabilidad de la traducción: Este artículo ha sido traducido usando software de traducción automática para proporcionar una idea básica del contenido. Se han realizado esfuerzos razonables para proporcionar una traducción exacta, sin embargo, Zendesk no garantiza la exactitud de la traducción.
Si surge alguna pregunta relacionada con la exactitud de la información incluida en el artículo traducido, consulte la versión en inglés del artículo, que es la versión oficial.
6 comentarios
Paolo
Unfortunately, this feature is not available yet. For reference, these are the only metrics available for Messaging: Metrics and attributes for Zendesk messaging. This is a good feature request though. I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post.
Best,
Paolo | Technical Support Engineer | Zendesk
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Evan McGivern
Similarly to AnswerBot is it possible via messaging and flowbuilder to analyse the interactions our customers had with the flowbuilder bot that we deflected and it didn't turn into a ticket directly?
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Salim Cheurfi
Metrics for missed and accepted messaging tickets are not available yet, our team are progressively releasing more report tools for Omnichannel, like the current EAP Omnichannel agent state and activity dashboard
Hopefully new metrics to check the acceptance rate will be added very soon, you can follow our release notes to get a notification for each product updates.
I hope this helps !
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Amelia
Hi Gab,
Via omnichannel routing, an agent can choose to not accept a messaging ticket, meaning it could be missed a few times before an agent accepts it. Is there any reporting on this?
Thanks,
-Amelia
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Gab
When creating and viewing reports on messaging conversations, it is important to remember that messaging allows for persistent conversations. Contrary to live chat, a session is not a customer-facing concept in messaging. The visitor does not have the ability to end a chat nor the agent to miss a chat. Instead, conversations go through active and inactive states.
Take a look at this article for more information: Messaging reporting in Zendesk Agent Workspace
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Arthur
HI Team,
We would like to have visibility of missed live messaging session but I'm not sure if there is such an attribute for messaging in explore.
Seeking your help as to how can we get that visibility in messaging channel.
Thank you
Art
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