Limitations for Messaging reporting in Agent workspace
PlanejadaBasic reporting data such as first response time, Unreplied tickets, % One-touch aren't available for messaging. These are basic data that we need to be able to make decisions and evaluate the efficiency of our support teams. We need this data.
Does anyone have any workarounds in the meantime?
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Comentário oficial
Hi there,
Thank you for writing in. Addressing these limitations and providing additional metrics for messaging are on the roadmap.
Having said that, we have a fix for surfacing correct First Reply Time for messaging. If you are interested, I will create a ticket for you to discuss it further.
- Prakruti
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Missed chats is one of the main metrics we track, so not having that when we switched over to messaging has been difficult. Would love to see that metric brought back!
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This has been quite a frustrating experience - I see that this post was from November, and we still don't have some basic reporting features like the ones OP described. We really need to be able to see which agents have missed chats so that we can evaluate our efficiency and make adjustments as needed. I don't understand how messaging is messaging, and chat is messaging, but also still chat...sometimes.
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I too am waiting for the above metrics to be available in explore, especially the SLA timers in views and tickets. As far as missed conversations in messaging, I created a trigger that on will add a tag missed_conversation when the ticket is updated and the ticket is unassigned in New status, which only happens if not taken in the initial 10 minutes that it sits in the live conversation bar. You can now base business rules around missed chats.
Hope this helps.
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Thank you, Steve, I will give that a shot!
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This is a significant limitation for my team as well. We rely on these metrics for staffing and service level agreements. In general, the transition from chat to messaging has been challenging at best. I would expect basic reporting capabilities to be included functionality before a product is rolled out.
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I agree with you Emma.
--> I would expect basic reporting capabilities to be included functionality before a product is rolled out.
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Hi all,
I wanted to start off by sharing a few resources to help with reporting for messaging -
- Messaging metrics to help with staffing estimation, measuring agents' performance and CSAT are available as part of the Support dashboard in Explore and Ticket dataset, by applying the filter Ticket channel > Messaging. These metrics include volume of tickets, tickets handled by the agent, time to resolution, average CSAT etc.
- Live data reporting is also supported for real time workforce management.
We are planning to provide additional metrics for messaging, around late Q2. SLAs are planned for later this year.
- Prakruti
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Thanks for sharing your recipe, Steve.
Messaging allows the end-user and the agent to respond anytime. Agents should be able to pick up and respond to the missed conversations. The agent's response will be visible to the end-user when they view the conversation.
I am curious to hear about the workflow/processes that you all may have in place for handling these missed conversations. There are avenues to notify the end-users over email and social messaging as well.
We do plan to add metrics to measure unreplied tickets backlog, which includes missed conversations.
- Prakruti
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Prakruti Hindia - Any idea why I would not be able to 'add live data' into my dashboard in Zendesk Explore?
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Hi Emma,
The live data dashboard is available on Explore Enteprise. If you are on that subscription, we can create a support ticket to investigate further.
- Prakruti
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I hope that we get the first reply time metric for messaging and social media messaging. We need this metric at least to be able to measure our efficiency especially as customers are slowly shifting away from emails to messaging/social media DMs.
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Hi Viviennt,
The FRT metric for messaging in min/hours/days has been rolled out to explore on 12 April 2022, you should be able to see it in the ticket dataset
FRT for seconds is currently on available in the ticket metric/incremental APIs and will be coming to explore soon.
Do let me know if you have futher questions
Cheers,
Mei-E
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Hi Mei-E,
Oh that’s good to hear. But just to clarify that FRT for messaging is now accurately counted? I remember it wasn’t accurate as it wasn’t counted as a public reply? For FRT in seconds, when does the team expect to have it available on Explore? Are there plans to roll our FRT for FB messenger and other social media DMs?
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Hi Vivienne,
FRT for messaging should be accurately counted now for messaging from 12 April(date of rollout to all customers) - this should calculate for
Regarding FRT seconds we dont have firm dates at the moment but we are hoping end June
If you still have doubts about the accuracy of some tickets do drop us a ticket on z2 with some examples and I'll have a look at it
Cheers,
Mei-E
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Mei - How can i get the Avg. Reply time and Acceptance% for Messaging in Tickets Dataset
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Average Reply Time i.e. average time between end-user's message and agent's response is not supported for messaging , at present. However, it is on our Q3 roadmap. We will drop an update once it is available.
Acceptance rate is on our radar as well. We will consider this feedback as we plan the next iteration.
-Prakruti
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Can someone summarize what the current benefits are for using the messaging feature for chat instead of sticking with the old chat widget? The flow builder tool does make suggesting help articles much easier, but I'm not sure that alone outweighs the lack of other features used to monitor different metrics. Also, why can we only view the live data dashboard on Explore Enterprise and not basic Explore if we're also using the messaging system?
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Hey Jessy,
Great question! It may be worth taking a look at the following resources:
- Messaging vs. live chat: Which is right for you?
- Chat vs. messaging - the customer's perspective
- Chat vs messaging - the admin & agent perspective
Hopefully the above will give you a better understanding of benefits and differences between chat and messaging.
I can't speak for why the live dashboard is only available on Explore Enterprise so I'll leave that question for our PM monitoring this discussion :)
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is there any updates regarding the acceptance rate% for messaging as this is an important KPI and since migrating to messaging we are unable to extract it
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Hi Mohanad, and welcome to the community! We don't have an update on acceptance rate at this time, but any changes will be noted in this thread.
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Has first reply time for social media messages (WhatsApp) been made available on the prebuilt dashboard?Or we can only get that with explore?
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Hi Lindanne - currently, the live dashboards do not include social channels like WhatsApp. More information on those dashboard can be found here for reference.
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Missed messaging session is part of the things we are measuring. Can we please ask to have a metric / attribute in Explore that would help us measure this.
Thank you
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