Chat First Engagement Time [Dataset: Chat > Engagement]

Feature Request Summary:

• The current metrics calculates the time between agent’s assignment time to the chat until agent’s response after visitor’s first message
• Not available in Zendesk Chat API nor Zendesk Explore

Description/Use Cases:

• The time between agent’s assignment time to the chat until first agent’s response
• The calculation excludes Chatbot first response time
• To be available in Zendesk Explore > Chat dataset
• To be available in Zendesk Chat API

Chat Engagement Response Time [Dataset: Chat > Engagement]

Feature Request Summary:

• Calculating the average time between agent’s reply during a chat engagement

Description/Use Cases:

• To add the chat engagement response time as a standard metric
• To be available in Zendesk Ticket API and Zendesk Explore

Ticket response time [Dataset: Support > Tickets]

Feature Request Summary:

• Calculating the average response time for multiple agent’s reply (internal/external) in one ticket

Description/Use Cases:

• To add ticket response time in Zendesk Explore as a standard metric 
• To be available in Zendesk Ticket API and Zendesk Explore

Business Impact of limitation or missing features above:

• Due to the high numbers of ticket volume and to increase efficiency, recently our team has implemented some changes such as: 1) Integration to a third-party platform for chatbot to help in answering customers via live chat; 2) Data migration to a business intelligence software to centralized data across all departments

• The above changes impacted in: 1) Zendesk Explore data inaccuracy due to chatbot integration; 2) Some data points are missing in our database because several metrics are not available in API