I would like to share a problem that we faced recently. After launching a chatbot which works within Zendesk Widget, some of our metrics like Chat Wait Time became meaningless. Since the incoming chats are routed to Chatbot, there is no waiting time in Bot's department/group. When we want to measure Chat Wait Time if the chatbot handovers the chat to a group/department, we noticed that, it is not possible to measure the exact Chat Wait Time after handover. In the table below, I tried to summarize the events that can happen in a conversation between an end-user and a chatbot.
What we want to measure is, the difference between 5 and 4 or the difference between 6 and 4. It is important for us, how much an end-user waits after bot's last message until a human agent starts writing. However, this is not possible in Explore at the moment.
What you can measure in Explore now, you can measure the difference between 8 and 4. In other words, if the end-user doesn't write anything after the handover, Explore doesn't count the human agents first reply, since the last message was sent by another agent which is the chatbot.
Chatbots are becoming more and more popular every day and it will be a must for all call centers soon. I think within Explore, we should be able to measure the exact wait time after chatbot handovers. Otherwise, we won't be knowing how much exactly our users wait in our queues.
Thanks for reading, please let me know if you face this problem and tackle somehow.