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Feature Request - Real time analytics for Messaging
已回答
已于 2022年6月27日 发布
Our chats from the flow builder bot on our website are now considered messaging in the new agent workspace. Previously, we were able to see current stats - how many chats were in the queue, how many were serviced in the last 30 minutes, etc. This dashboard isn't available to us now. I'm sure we're not the only company that misses this functionality.
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6 条评论
Jahn
I guess the reason why the real time analytics is not available because messaging is asynchronous wherein chat is synchronous.
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Nicole
Jahn we're seeing a new dashboard called "Live Data" that appears to be in beta testing. It's pulling in ticketing information, showing how many tickets were serviced in the last 30 minutes, agents online, new tickets in the last 3o min, etc. One would think if they can pull this info for tickets, it should be achievable for messaging tickets/chats.
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Jahn
Yeah saw that one too but I guess that the Chat part was for "Live Chat" only and not with the messaging given it's again asynchronous but let us wait from the Zendesk team if that is really the case.
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Prakruti Hindia
Live data reporting for web/mobile messaging is available in Explore. You may need to create a new dashboard and include messaging metrics for monitoring.
- Prakruti
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Nicole
Thank you Prakruti! I didn't know ZenDesk got these added. Very much what I was looking for!
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Laura Lachowicz
Hey!
I'm a UX Researcher at Zendesk, and we're working on some changes to Zendesk's live reporting. We would love to hear about your experience and what areas we could improve on. I'm reaching out to see if you'd be interested in participating in an incentivized 1-hour session and giving some thoughts on the ideas our Product team is developing.
If that sounds like something interesting to you, apply here: https://www.userinterviews.com/projects/VfA1caB8Hg/apply
Thanks!
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