Missed Assignment Validation for Chat
Hi,
Part of the key performance indicators of our agents is the acceptance rate, which directly impacts their monthly bonus.
However, there we are getting a lot of reports that agents keep on getting missed assignments saying that a chat was not assigned to them or sometimes they are saying that the chat was only assigned to them for approximately 5 secs but its just disappeared.
Is there a way for me to validate this as chat events won't show that this was assigned to the agent and explore only tells me that it was missed?
It's basically their word vs what is in Zendesk but incomplete.
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Hi Nigel,
Great timing! Zendesk has JUST released this feature. Tickets will now have an event added to the ticket every time chat/messaging is offered to an agent. Read about it in the latest release notes.
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Hey Ahmed! Ahmed Zaid
Is it possible to create a Explore report on missed assignments?
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HI Ahmed,
Love the update! Will it also show if a chat was offered to mutiple agents?
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So far I don't see this possible using any of the available datasets. I would recommend requesting this feature by posting in this topic. However, the offer data is available for any external analytics software from the date it was released.
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Hi Nino Callueng,
Indeed it will show every single offer. Even when it was offered multiple times to the same agent due to being the only one available.
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