Reporting on Unanswered Transferred Chats

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  • Eric Gao
    Zendesk Team Member

    Hi Matt,

    Unfortunately there is not a native metric that captures transferred chats that later dropped. That said, you could potentially look into creating a custom metric with some logic involving [Engagement started by]="Transfer" and/or [Chat completion]="Dropped" and using that as alternative.

    Warm Regards,
    Eric

    Eric G. Gao | Technical Support Architect | Zendesk

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