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Selecting chats where no engagements got a message from agents

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MAD Monica Maldonado

投稿日時：2022年3月10日

Hi, 

I am trying to identify which chats have been actually replied by our agents and which ones are not. For that I have created a metric that counts all those chats where there were at least one replied from my human agents (excluded chatbot) by using  VALUE(Engagement agent messages)>=1.

The problem is that when i want to get all of those where there was not a message the filter dont work well as some engagements might have  messages but some others havent, within the same chat. So if I use  VALUE(Engagement agent messages)<1 will give me all of those where at least 1 engagement got not agent messages, regardless if there was any other engagement with messages. 

Any idea about how to count those that havent been properly answered at any point? 

Thanks

 

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    Gab Guinto

    Zendesk Customer Care

    Hi Monica,
     
    Have you try building your metric/attribute around the native metric Chat agent messages instead of Engagement agent messages? Chat agent messages counts the no. of replies sent by an agent within the entire chat session (not just at the engagement level). From how you described your use case, it sounds like this is a better metric to use for your calculations.

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    MAD Monica Maldonado

    Hey @... thanks very much. 

    I am unable to see how the metric is built. Is including chatbot messages?

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    Dane

    Zendesk Engineering

    Hi Monica,
     
    I have tried to use the Chat: Engagement dataset and here's what I was able to create. It shows the Ticket ID of the chats that does not have any responses from agents.
     

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    MAD Monica Maldonado

    Thanks very much!

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