Measuring First Reply Time with a Chatbot



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David Walker

Zendesk Luminary

Data ultimo post: 29 mar 2022

In reference to this article: https://support.zendesk.com/hc/en-us/articles/4408819082778-How-is-Engagement-first-reply-time-calculated-when-a-bot-transfers-the-chat-to-an-agent-

We have a third-party chatbot with the following setup:

  • It has its own department
  • In a handover event, it transfers the chat to a human group
  • It does not leave the chat until an agent has accepted the chat

To our knowledge, we have no option in Explore to measure the time between these events:

  • Last message from chatbot
  • First message from agent

We would like to understand the wait time in between these events. Using Engagement first reply time doesn't give any insight into the amount of time a customer waited in queue. 

Is there something we're missing here, or potential this measurement could be included in Explore?


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