Zendeskメッセージングのメトリックと属性

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Erin O'Callaghan

Zendesk Documentation Team

編集日時：2025年3月19日

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      Carmelo Rigatuso

      Is there no “Offered To” option in explore? I need to see who the chat was offered to initially to be able to see who's missing their assignments. All I can see is the assignee, but that doesn't tell me who it was offered to initially. This ends up creating a report with agents who don't answer chats with chat metrics attached to them because they were ultimately assigned the ticket. I'm not even seeing any way to create a custom metric for this. I am surprised that this isn't a standard metric, especially since that data point is captured in the events of the ticket.

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      Steven Hampson

      Can we have an attribute for Time Session Ended? I don't see any value in adding the End Session feature if we are not able to report on it, or use it in calculated metrics. Thanks! 

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      Jahn Bronilla

      Hello 1263082087049 1264158222289  - I have already logged feedback under this post.

      Just an update that we still don't have accurate number for Acceptance Rate against specific agent. What happening is that if let say an agent has 75% acceptance rate for the month and you drill that in to see those ticket he/she missed, it will also give you the tickets that technically being missed by the other agent instead of the specific agent only. 

      We badly need to have the Acceptance Rate% to be accurate on agent level.

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      Melvin Licaros

      Hi, There
      How to compute Full Resolution - Business Hours less the hours of pending and hold time of the ticket?

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      Brett Bowser

      4621147036698 I would recommend creating a feedback post here around the metrics you'd like added: Feedback - Reporting and analytics (Explore)

       

      Just so our Product Managers have visibility for this request :). Thanks!

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      Jahn Bronilla

      Hi 1264158222289  -  we can get the acceptance fine but what we need to see is how many missed assignments agents have.

      I can drill-in the data fine but the issue is we can't identify which ticket have been missed. Agent who actually accepted the messaging tickets is actually taking the hit of the missed assignments instead of the actual agent who missed it. 

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      Erin O'Callaghan

      Hi 4621147036698, there are no default metrics for this in the Messaging tickets dataset, but you can use the Acceptance rate metric in the Agent productivity dataset to measure the ratio of accepted work items against the total work items assigned to an agent during a specific period.

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      Jahn Bronilla

      Hello 1264158222289 - Do we have any updates on the missed assignments metrics for messaging?
       

      I created a custom metric for this, but it's counting missed assignments towards the agent who accepted the message, not the one who missed it.
       

      Is this on the roadmap? It would be great if we could add this basic metric, similar to what we had in Live Chat. Thank you!

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      Carrie Adkisson

      Hi,

      Since there is no formula for seconds here, only minutes- is this why the metric I am seeing is so general?

       

      Basically on my dashboard it looks like all my agents have the same response time since they are all under a minute, whereas with chat I was able to see and compare down to the second. This is one of the metrics we use for monthly performance rewards, is there a way to get more precise with this? I also track response time daily for the whole team, and having it be a median number that looks the same every day is not that helpful. Thank you!

       

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      Cristian

      Hi Afton!
       
      Messaging conversations are already tickets in Zendesk Support, by design. You can report on them by using the Support - Tickets dataset, just as you would do with any other ticket. Our documentation mentions that here.
       
      I hope this helps.

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