Difference Between Logged In and Serving Chats in Zendesk
What is the difference between agents being 'logged in' and 'serving chats' in Zendesk?
Being 'logged in' and 'serving chats' are two different states for agents in Zendesk. An agent can be logged in for a certain period, say 3 hours, but might only spend 2.5 hours actively serving chats. This distinction is crucial for understanding agent productivity and ensuring customer satisfaction. If agents are logged in but not serving chats, it might indicate a need for more agents to handle the chat volume effectively. For more details, you can refer to the originalZendesk article.
More related questions
How can I analyze wait time and chats served in Zendesk?
You can analyze wait time and chats served by overlaying these metrics in Zendesk. This approach helps identify days when the number of chats was low, but the average wait time was high. Such insights can guide staffing decisions to ensure optimal…
How do I find out which agents are logged in and for how long in Zendesk?
To find out which agents are logged in and for how long, you can drill down to the Agent Reports and select the Agents Logged In tab. This section provides a detailed view of the agents who are logged in and the duration of their online presence….
How can I determine if agents are online but not serving chats in Zendesk?
To determine if agents are online but not serving chats, compare the Agents Logged In table with the Agents Serving table. This comparison will show if any agents were online without actively serving chats. If all agents are serving, it might be…
How can I get a report of agent availability times during the day in Zendesk?
To get a report of agent availability times during the day, you need to access the Analytics section in Chat. However, note that this section doesn't apply to messaging. For more specific insights on how messaging impacts chat, you may need to…
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