Agent Transfers and Chat Engagements in Zendesk
What happens when a chat is transferred between agents?
When a chat is transferred between agents, a new engagement is created for each agent who interacts with the visitor. This means that each agent's participation is recorded as a separate engagement.
For instance, if a chat is transferred from one agent to another, and the second agent does not interact with the visitor, the second engagement will show zero agent messages. This is because the engagement is only counted when there is an interaction between the agent and the visitor.
More related questions
What is a chat engagement in Zendesk Chat?
A chat engagement in Zendesk Chat is a single interaction between an agent and a customer. Each time a customer chats with your team, and the chat is transferred to a new agent, a new engagement begins. For instance, if a chat involves two agents,…
How are messages counted in a chat engagement?
Messages in a chat engagement are counted based on the interaction between the agent and the visitor. Each engagement records the number of messages exchanged during that specific interaction. For example, if a chat is transferred from one agent to…
How do missed assignments affect chat engagements?
Missed assignments in Zendesk Chat affect the count of engagements but not necessarily the status of the chat as missed. Each engagement is counted separately, even if an agent misses the assignment. For example, if an agent misses a chat…
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