Agent Capacity Used but No Chats Accepted in Explore
Learn why Explore shows agent capacity used without chat acceptance. Understand the auto-accept feature and its impact on metrics.
Why does Explore show an agent used capacity but accepted no chats?
Explore may show that an agent used some of their capacity without accepting any chats due to the auto-accept feature. This occurs when a ticket is offered multiple times and eventually directly assigned to an agent, who then works on it without clicking the accept button.
In such cases, the auto-accept feature isn't counted in certain Explore metrics like Agent acceptance rate, Offer count, and Accepted count. This can lead to a situation where the Accepted count column shows 0, but the Agent avg used capacity column shows a value greater than 0. For more details, you can refer to the article onMetrics and attributes for agent state and activity.
More related questions
What is the auto-accept feature in Zendesk Explore?
The auto-accept feature in Zendesk Explore allows tickets to be directly assigned to agents without them manually accepting the ticket. This can happen when a ticket is offered multiple times and eventually gets assigned to an agent who works on…
How does auto-accept affect Explore metrics?
Auto-accept affects Explore metrics by not being counted in certain key metrics. When a ticket is auto-accepted, it doesn't contribute to the Agent acceptance rate, Offer count, or Accepted count. This means that even if an agent's capacity is…
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