Discrepancy Between Accepted and Served Chats in Zendesk
Why is there a discrepancy between accepted and served chats in Zendesk?
The discrepancy between accepted and served chats arises because an agent can serve more chats than they are assigned by the system. Accepted chats are those assigned to an agent by the system through the Assigned routing option, while served chats also include those manually assigned to the agent.
Manual assignments can occur in several scenarios, such as when an agent proactively initiates chats with visitors, joins chats served by other agents, receives chats transferred from other agents, or manually picks up unassigned chats when the chat limit is reached. This means that served chats can be higher than accepted chats, leading to a discrepancy. For more details, you can refer to the originalZendesk article.
More related questions
How does the discrepancy between accepted and served chats affect the acceptance rate?
The acceptance rate is calculated using only accepted chats, not served chats. This means that the discrepancy between accepted and served chats does not directly affect the acceptance rate. The formula for calculating the acceptance rate is:…
What scenarios lead to manually assigned chats in Zendesk?
Manually assigned chats in Zendesk occur in several scenarios, allowing agents to serve more chats than those assigned by the system. These scenarios include proactively initiating chats with visitors, joining chats served by other agents,…
Does an end-user leaving a chat before acceptance affect the acceptance rate?
An end-user leaving a chat before it is accepted does not negatively impact the acceptance rate if you use the Engagement metrics. The acceptance rate is calculated based on engagements that are assigned and accepted by an agent. However, if a chat…
What is the formula for calculating the chat acceptance rate in Zendesk?
The chat acceptance rate in Zendesk is calculated using the formula: Accepted Chats / Assigned Chats = Acceptance Rate. This formula considers only the chats that are assigned to an agent by the system and accepted by them. Served chats, which…
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