Benefits of Filtering Chat Reports by Department
What can I learn from filtering chat reports by department?
Filtering chat reports by department provides insights into agent performance and customer satisfaction. By examining individual agent reports, you can see how well agents handle queries from specific departments.
For instance, if an agent's satisfaction rating drops when handling billing questions, it might indicate a need for further training. Comparing these ratings to the department average can help identify whether the issue is with the agent or the nature of the queries themselves.
More related questions
How can I filter chat reports by department in Zendesk?
You can filter chat reports by department to monitor performance. This feature allows you to see which departments receive the most chats and assess if agents can handle questions from different departments. For example, you can filter an agent's…
Can I filter multiple departments at once in Zendesk Chat Analytics?
Currently, you can only filter one department at a time in Zendesk Chat Analytics. This means you need to select a single department under 'Filter department' to view its specific data. While this might limit the ability to compare multiple…
Why might an agent's performance vary across different departments?
An agent's performance might vary across departments due to the nature of the queries. For example, billing questions might be more complex or involve more impatient customers, affecting satisfaction ratings. By filtering reports by department, you…
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