Customer Care Service Account

This is incredibly helpful insight. Thank you so much CJ. 

I think I may have found a way to do this, but it's a cumbersome dataset and not the most streamlined. I'm already getting data-limit warnings and as the team grows it's only going to get worse.

In the chat dataset, there's a great metric of 'engagements' which essentially shows the number of customers an agent spoke to (on chat) in a day. We feel this is a fairer metric overall than ticket solves since more than one agent can touch a ticket (or to put it another way, multiple agents can 'engage' with a customer on a single ticket). However, there isn't really an equivalent metric that I'm aware of for email interactions. The closest I can think of is the number of tickets with a public comment on a given day for each agent, but I'm not sure how to build such a report. 

I know we can use the Update History dataset to count the number of total public comments per agent on a given day, but how can I build a report that only counts one public comment per ticket? Any advice is greatly appreciated!

End goal: Total number of customers an agent spoke to per day, by combining chat engagements and email 'engagements.' 

Updating this thread, I realize that there's a setting within Zendesk to not have the chat appended as a private comment, but changing that setting would have a host of other implications I'd prefer not to enable. 

Plus one to this request. Would be amazing to have a default way to measure 'first reply time' after group station has been changed (duration from group change to first agent public response). I'm looking through custom attribute articles and can't find any solutions there either unfortunately. 

Our use cases include tiered agent levels and tickets moved between teams within Zendesk. Managers of those teams would love to be able to see their agents' 'first reply' time to track performance. 

Thanks Ollie! 

If 'messaging' is turned on that page (sounds & notifications) no longer has the option to disable these notifications (though I did include the wrong screenshot). Zendesk support was great and able to identify that messaging was turned on in error (we're on classic) and disabling messaging reverted our chat settings back to the old view and we're all good now! 

Curious what this will mean if we do switch over to messaging though. 

With the changes to the Chat module our agents no longer have the option to even disable this setting! Please tell me there's somewhere else we can prevent our new team members from getting bombarded with emails every night.

Thanks Prakruti. 

We do indeed have individuals agents handling both email and chat. But even if we want to look at our collective team metrics for first reply time, using the Support database in Explore allows us to report on median first reply time by channel, but the data for Chat is incorrect. I believe this is due to the Support database still looking for the first public comment on a ticket, which doesn't apply to chats in the agent workspace (appended as private comment thread). Instead, I believe it looks at the time the ticket was created until the time we send a public response (for example, when we follow up via email to an ended chat). 
What we want to see, ideally in a single database, is the actual first reply in the chat itself. We can pull this from the chat database, but not support. 

In the Agent Workspace, since chats are appending as a private note once it is complete, our SLAs for chat are completely incorrect (since first response time is measured by the first public agent comment). Therefore it's not possible to get a single view of chat and email SLAs. 

Instead, we have to pull email first response time from the Support database and Chat first response time from the Chat database, ultimately meaning we have to build different queries and combine in a dashboard. For those of us that use third-party reporting it means another data connection and complex queries to join both. 

Thanks for this excellent guide. I'm curious if, as configured, this calculated metric includes chats. For the new integrated chat experience I believe when a chat is concluded the entire conversation is saved as a private comment. I built out the query as described and added Assignee Name as a column and Ticket Channel as a row and it appears that almost every chat is included in this 'zero touch' formula. 

Is there a way to not include chats in a zero touch formula?

Thank you kindly.