Tracking back-and-forth time in Messaging tickets


2 댓글

  • Sarah Darmawan
    Zendesk Product Manager

    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.

  • Jeremy Kendall

    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.


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