Messaging Reporting - Offered v Accepted

18 댓글

  • 공식 댓글
    Arpan Nagdeve
    Zendesk Product Manager

    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. 

  • Mohamed Awad

    MrJohn-PaulPage ZD already released some metrics to offered vs. acceptance but it is not solid yet. 

    1
  • Arpan Nagdeve
    Zendesk Product Manager

    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. 

    0
  • Amelia French

    +1

    0
  • Arthur

    +1

    0
  • Tim M

    Arpan Nagdeve Do you have any update over the last 4 months? This would be a very helpful metric to report on with messaging. 

    0
  • Shawna James
    Community Product Feedback Specialist
    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. 
    0
  • Tim M

    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? 

    0
  • Shawna James
    Community Product Feedback Specialist

    Thanks for your question Tim M I have reached out to our PM team for a response here. 

    0
  • Vivekanand Pandey

    Need this report as we need to monitor these.

    0
  • Rachel G.

    Hoping this is offered ASAP

    0
  • Vivekanand Pandey

    This is one of important parameter we want to monitor. Please build this soon.

    0
  • Mohamed Awad

    Any Updates here please? 

    0
  • MrJohn-PaulPage

    Any updates?  In November 2023 Arpan advised this will be rolled out changes closer to the end of year, but didn't specify which year.  Just making sure this is just delayed and not another 12 months or more wait?

    0
  • MrJohn-PaulPage

    Thanks

    Must have missed these, do you have a link to what was released?

    0
  • Brett Bowser
    Zendesk Community Manager

    MrJohn-PaulPage I believe this announcement is what Mohamed is referencing: Announcing additional Explore metrics to drill down into first reply for messaging channels

    You can also see a full list of metrics and attributes available in the messaging dataset here: Metrics and attributes for Zendesk messaging

    0
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Shawna James Arpan Nagdeve - any update on this metric in explore? 

    0
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Shawna James Arpan Nagdeve -  I have created custom metrics based on the Offers and Accepted messaging to capture both "Missed Messaging" and "Messaging Acceptance Rate". Though, this provides correct number but the issue is Zendesk does not assign the missed messaging correctly to an agent.

    1. Missed Messaging: SUM(Offers) - SUM(Acceptances)
    2. Acceptance Rate - Messaging %: SUM(Acceptances)/SUM(Offers)

    Example:
    1. Agent 1 has been offered messaging and did not accept it and got reassigned to the next available agent (Agent 2) under the same skill. Expected behavior is Agent 1 will take the hit of missed messaging but per drilling in on the report Agent 2 is the one taking the hit for missed assignment. 

    Hope we can have this metric natively the soonest time as again showing correct number but as a group level only but not on agent level. 

    0

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