Chat - Tracking transfers


3 댓글

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Chris,

    Thank you for writing in. We understand this requirement and it makes sense. However, we do not have any plans to include this reporting in 2017.

    One possible workaround would be to do random sampling of agent chats in Chat History. The chat transcripts containing 'Agent X has transferred the chat to Department Y (or Agent Y)' are transferred chats. I understand that this solution would not be scalable for teams with higher number of agents. 




  • Lance Le Roux

    Hi there Prakruti, we have a medium size group 160 agents with 6 departments and if I want to do a weekly report of agents ve # of transferred  chats .... this would drive me nuts.

    Is there a plan to add it in 2018?



  • Maggie Anderson

    I would also like to know more about chat transfers. Right now, the metric is only by assignee, so we cannot distinguish transfer rate per agent, the handle time per agent, or when the CSAT was given.

    Please let us know what the plan is for agent metrics in chat. 


댓글을 남기려면 로그인하세요.

Zendesk 제공