Missed Chat Analytics

5 Commentaires

  • Brett Bowser
    Zendesk Community Team

    Hey Ted,

    I'm going to get a ticket created on your behalf and pass this over to the appropriate team to take a look at.

    You'll receive a follow-up email shortly stating your ticket has been created.

    Cheers!

     
    0
  • Kevin Stafford

    Hi Brett,

     

    What was the outcome of this situation? Is this a bug, or a setting we can alter? My team is experiencing the same issue. Chats are being tagged as missed if the Customer leaves the chat after the agent accepts but prior to replying. 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Kevin,

    Due to the unique nature of this issue and confidentiality of other user information, we can't share the details of this resolution. Since you are also experiencing a similar impact on your end, I'll open a ticket up for you so one of our experts can troubleshoot this w/ you. 

    -1
  • Krysta Privoznik

    Hi! Our team is new to Zendesk and having a lot of trouble understand how "missed chats" are calculated. What actions happen that make a chat "missed"? Can you help provide detail? We're seeing a lot of missed chats during our pilot and trying to figure out why and how to reduce. It doesn't necessarily makes sense to us.

    Thank you!

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Krysta Privoznik,

    So I 100% Understand how missed chats can be a bit of a nebulous thing, especially if your team is new. We have a reasonably new article that goes in-depth on how to metric missed chats, which will allow you to determine what is causing these to take place.

    Analytics 101: Solving the missed chats mystery

    Best regards. 

    -1

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