Limitations for Messaging reporting in Agent workspace

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Lolu

Publicado 10 de nov. de 2021

Basic 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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      Prakruti Hindia

      Zendesk Product Manager

      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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      Arthur

      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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      Nara

      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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      Lindanne Mureu

      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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      Dave Dyson

      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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      Mohanad Maher

      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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      Brett Bowser

      Hey Jessy,

      Great question! It may be worth taking a look at the following resources:
       
       
      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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      Jessy

      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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      Prakruti Hindia

      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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      T Ramarajan

      Mei - How can i get the Avg. Reply time and Acceptance% for Messaging in Tickets Dataset

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      Mei-E Loh

      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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