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Allie Dawson

Entrou em 23 de fev. de 2024

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Última atividade em 24 de fev. de 2025

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Allie Dawson comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Hi, is there any update on this request? Messaging metrics in general seem to lack individual data and focus more on the overall behavior of tickets. For us to be able to give agents feedback, we need to be able to measure their behavior specifically, and acceptance rate by user is one of those key metrics we require.

Exibir comentário · Publicado 20 de dez. de 2024 · Allie Dawson

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Allie Dawson comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

I second this metric request, as we also need the ability to quantify how often agents are missing offered chats. This exists in Chat, but now that we are migrating to Messaging, we're losing this data point. We use this metric to monitor agent behavior and it helps us identify when we have staffing opportunities.

Exibir comentário · Publicado 13 de set. de 2024 · Allie Dawson

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Allie Dawson comentou,

ComentárioZendesk messaging

@david When you mention, "number of missed chats by who started them", what does "started them" mean? 

Exibir comentário · Publicado 23 de fev. de 2024 · Allie Dawson

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