Messaging Reporting - Offered v Accepted
Request Summary: The ability to be able to report on messaging threads offered v accepted by an agent. Whilst this is shown on an individual ticket basis under events, it is not able to be reported on to measure agent efficiency
Use Case: Agents are missing chats and this is being offered elsewhere. Surely this is a basic efficiency measurement and given offered is tracked by agent level, I don't see why this cannot be reported on as offered v accepted - in the same manner calls are measured on declined and missed calls.
Impact of this is severe as it is a basic measure of agent efficiency which is not visible.
I believe I will not be the only person wanting to see a report on this metric
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Hi John,
Reporting on the agent efficiency ( Agent Productivity) is a key focus area for us, and we are currently working on the plans to introduce the metrics that you have asked for (Acceptance Rate). We are still under planning and I don't have a concrete date yet to commit to you. -
+1
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+1
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Arpan Nagdeve Do you have any update over the last 4 months? This would be a very helpful metric to report on with messaging.
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Hey all thank you for continuing to provide your feedback here. I want to confirm this has been logged and flagged for our PM team to review and they will reach out when there is another update to provide, as soon as they are able. Thank you for your patience as they respond.
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This appears in the messaging dataset as of 10/19. This was discovered while building reports in explore. Shawna James Can you confirm that this is released to all pods for explore?
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Thanks for your question Tim M I have reached out to our PM team for a response here.
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Need this report as we need to monitor these.
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Hoping this is offered ASAP
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This is one of important parameter we want to monitor. Please build this soon.
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Hi Rachel/Vivekanand,
Supporting acceptance rate on the explore reporting is under development currently. We'll rollout changes closer to the end of the year.
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