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Allie Dawson

Adhésion le 23 févr. 2024

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Dernière activité le 24 févr. 2025

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Allie Dawson a ajouté un commentaire,

Commentaire de la communauté 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.

Afficher le commentaire · Publication le 20 déc. 2024 · Allie Dawson

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Allie Dawson a ajouté un commentaire,

Commentaire de la communauté 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.

Afficher le commentaire · Publication le 13 sept. 2024 · Allie Dawson

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Allie Dawson a ajouté un commentaire,

CommentaireZendesk messaging

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

Afficher le commentaire · Publication le 23 févr. 2024 · Allie Dawson

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