Tracking back-and-forth time in Messaging tickets
답변함The chat transcripts from Messaging tickets display the timestamp for each message. However, the ticket's metrics are only determined by ticket events, and the entirety of a chat transcript only creates 1 ticket event.
How do I determine the length of time that an Agent spent waiting on a customer to respond to each message? Telling me the Time to Full Resolution isn't very useful for volume/staffing questions if I don't know how much idle time each Agent spends waiting on customer responses.
Ex: Time to Full Resolution is 20 minutes, so I should expect Agents to solve 3 tickets per hour. The reality, as shown by manually evaluating chat transcripts, is that Agents spend 15 minutes waiting on customer responses during each ticket, and only 5 minutes actually working on a ticket. So an Agent's hourly ticket capacity is actually 12, not 3.
-
Hi Jeremy,
Agent wait time is an available metric on the Messaging dataset on Explore. You can find the full list of metrics supported here for historical reporting. As for live reporting, it is on our roadmap to provide more live metrics for customers to monitor agent performance next year. For reference, here is a list of metrics supported for live reporting on Messaging.
Hope this helps!
- Sarah D.
-
That is great to know! Unfortunately, I cannot use the "Chat: Messaging" dataset in Zendesk Explore because it (for some reason) doesn't have any of our custom fields.
댓글을 남기려면 로그인하세요.
2 댓글