Measuring First Reply Time with a Chatbot
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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