Missed Assignment Count/Percentage in Zendesk Messaging

Feature Request Summary:

-Currently, there is no native metric within Zendesk Explore for tracking "Missed Assignments" in messaging. To address this gap, we've created a custom metric to count the total number of missed assignments at the agent level. However, the custom metric has a significant limitation: it incorrectly attributes missed messaging offers. Instead of accurately reflecting the agent who missed the messaging offer, it often counts the agent who ultimately accepted the ticket as having missed the assignment. This leads to inaccurate reporting of agent performance in terms of missed assignments.

-We have also attempted to use the native "Acceptance Rate" metric to count missed assignments, but this method does not yield accurate data either. As a result, there is currently no reliable way to measure how many messaging offers an agent has missed.
 

Description/Use Cases:

-We would greatly appreciate it if Zendesk could develop a native metric specifically designed to count the number of missed assignments per agent in messaging. This feature is crucial for our operations, as it would allow us to accurately monitor and improve agent responsiveness to messaging offers. Currently, we are aware that agents occasionally miss accepting messaging offers, but without accurate data, we lack the ability to identify patterns or address this issue effectively.
 

Business Impact of Limitation or Missing Feature:

-The absence of a reliable metric for missed assignments in messaging is significantly impacting our key performance indicators (KPIs). The current methods for tracking missed assignments provide incorrect data, which leads to misleading performance assessments at both the agent and team levels. Accurate tracking of missed assignments is essential for maintaining fair agent evaluations and ensuring that our support team operates efficiently. This limitation hinders our ability to identify areas for improvement and hold agents accountable, ultimately affecting the quality of service we provide to our customers.