From the very beginning of using Zendesk Chat services, we found that Customer Satisfaction metric is messed up, and is being managed not by the customers, but by agents because for all mobile customers it is agent's choice whether to offer C-Sat rating request or not.
So we were about to change our mind and use different service, when I found this article:
This is almost complete solution, but unfortunately it is not working one. Zendesk API has limits, you can get only 250 pages of chat id list from request such as:
https://www.zopim.com/api/v2/chats/search?q=timestamp:[2018-06-05T00:00 TO 2018-06-05T10:03:10]&page=1 (251 page will always give you error)
Knowing that 1 page is about 39 chats, you can get up to 10000 chats, and if there are more - you will get error and get none.
I decided to improve the script, and now it looks like this:
Don't forget to enter your login and passwords details and make sure you have needed Python modules installed (pip install requests pandas numpy datetime timedelta)
You can simply enter date YYYY-MM-DD format and how many days you want to include in report, and you will get .csv file as output. This file can be easily imported to Excel, and from column "History" you can extract all activities including 'type': 'chat.request.rating' which indicates whether agent requested C-Sat rating or not. Building pivot we can find out percentage of c-sat requests by agent and compare it with C-Sat results of each agent.
Also this file could be used to track if agents are using tags or even find chats where agent has abandoned customer after accepting chat and greeting him.
I have ready templates with that data. If you need it, I'll share.
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