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 offered to an agent or multiple agents.
Additionally, routing attempts might appear multiple times, so it's important to review the events carefully. For a broader understanding of agent behavior, you can use metrics like 'First offer to assignment' and '% Acceptance rate' in Zendesk Explore. These metrics provide insights into how quickly agents accept tickets and how often they accept them. For more details, you can refer to the originalZendesk article.
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'…
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…
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…