Reporting on Availability Time in Chat

3 Comentarios

  • Katie Dougherty
    Zendesk Community Team

    Hi Jay McCormack,

    Thank you for reaching out!

    At this time there's no way for Explore to track session-based data (ie. the amount of time an agent is online). Our Explore team is looking into adding additional Chat and Talk metrics so I'll be sure to pass this feedback along to them!

    As far as what you can report on, I would suggest using the "Chat duration" metric or the "Engagement duration" metric in your report. These metrics allow you to report on the time duration from the first to the last chat message, and the time in seconds from the first agent message to the last agent message.

    Please see my screenshot below on how this could be configured! You could have rows of the agent's names and columns of the dates you need to report on.  

    For more information, here is our support article: https://support.zendesk.com/hc/en-us/articles/360022365213

    Please let me know if you have any questions! 

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  • Jay McCormack

    Thanks for the response Katie. I appreciate your efforts but the above statistic is not going to help me out.

    Yes, it is vital that session based data be available in Explore. This information is fundamental in managing a call center of any kind.

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  • Katie Dougherty
    Zendesk Community Team

    Hi Jay McCormack,

    Understood! I will be sure to pass this feedback to our Product Team so we can work on adding Chat and Talk metrics to track session-based data.  Thank you for your feedback!

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