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Analyze Messaging Routing with Zendesk Explore

Learn how to use Zendesk Explore metrics to analyze messaging routing and improve agent performance.

How can I use Zendesk Explore to analyze messaging routing?

Zendesk Explore offers powerful tools to analyze messaging routing through various metrics. By using metrics like 'First offer to assignment' and '% Acceptance rate', you can gain insights into how efficiently your agents are handling incoming tickets.

These metrics help you understand the time taken by agents to accept tickets and their acceptance frequency. This analysis can guide you in optimizing your team's performance and improving customer service. For more detailed information, you can refer to the originalZendesk article.


More related questions

How can I check if a messaging conversation was offered to an agent in Zendesk?

To check if a messaging conversation was offered to an agent, you need to view the events of the ticket. In the ticket events, look for the system event labeled 'Offered to…'. This will confirm if an active messaging conversation was indeed…

What metrics can help understand agent behavior in Zendesk messaging?

Metrics like 'First offer to assignment' and '% Acceptance rate' in Zendesk Explore can help you understand agent behavior. 'First offer to assignment' measures the time it takes for an agent to accept offered tickets, while '% Acceptance rate'…

What should I look for in ticket events to confirm a conversation offer?

In ticket events, you should look for the system event labeled 'Offered to…' to confirm if a messaging conversation was offered to an agent. This event indicates that the conversation was routed to an agent or agents. It's important to note that…

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