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Allie Dawson's Avatar

Allie Dawson

Data ingresso 23 feb 2024

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Ultima attività 24 feb 2025

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Allie Dawson ha commentato,

Commento nella community 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.

Visualizza commento · Data ultimo post: 20 dic 2024 · Allie Dawson

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Allie Dawson ha commentato,

Commento nella community 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.

Visualizza commento · Data ultimo post: 13 set 2024 · Allie Dawson

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Allie Dawson ha commentato,

CommentoZendesk messaging

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

Visualizza commento · Data ultimo post: 23 feb 2024 · Allie Dawson

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