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Allie Dawson

已加入2024年2月23日

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最后活动2025年2月24日

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社区评论 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.

查看评论 · 已于 2024年12月20日 发布 · Allie Dawson

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社区评论 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.

查看评论 · 已于 2024年9月13日 发布 · Allie Dawson

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评论Zendesk messaging

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

查看评论 · 已于 2024年2月23日 发布 · Allie Dawson

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