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Web Widget Chat Improvement

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June Rotoni

已于 2023年2月03日 发布

Missed Chat - Agents should be able to configure or set a timeframe before a chat can be tagged as MISSED. 

REPORTS - There should be a separate computation of Completion Rate/SLA for dropped/completed/missed chats. SLAs should also be available in Zendesk Messaging and should not be reliant from time of ticket creation. 

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    Sarah Darmawan

    Zendesk Product Manager

    Hi June,

    We understand the need to accurately report on agent performance. Unfortunately, we do not have any plans to support custom conditions for Missed Chats. However, moving from Chat to Messaging keeps the conversation going, so the agent can answer anytime.

    We have plans to enhance Messaging Reporting capabilities in H2 this year with additional metrics. Do note that there is no concept dropped/missed Messaging tickets as the conversation is always ongoing. 

    Hope this helps!

    - Sarah D.

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    Ramil

    Is there any update on this concern? 
    In zendesk messaging report, there is no clear indication if the chat is missed or not unlike the legacy chat, very clear and detailed info. 

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