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Allie Dawson's Avatar

Allie Dawson

Incorporación 23 feb 2024

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Última actividad 24 feb 2025

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Última actividad de Allie Dawson

Allie Dawson hizo un comentario,

Comentario de la comunidad 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.

Ver comentario · Publicado 20 dic 2024 · Allie Dawson

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Allie Dawson hizo un comentario,

Comentario de la comunidad 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.

Ver comentario · Publicado 13 sept 2024 · Allie Dawson

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Allie Dawson hizo un comentario,

ComentarioZendesk messaging

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

Ver comentario · Publicado 23 feb 2024 · Allie Dawson

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