Yes, you can exclude chats accepted on the first assignment by using a custom attribute to filter out tickets with singular engagements.
This allows you to focus on missed assignments and eventually accepted chats, providing a clearer view of agent engagement patterns. Custom attributes can be tailored to meet specific reporting needs, enhancing the insights you gain from your data.
To audit agent engagement activities in a chat, you can create a report using the Chat: Engagements dataset in Zendesk Explore. This report will help you understand the flow of a chat session, including agent actions and corresponding timestamps….
To create a chat engagement report in Zendesk, you'll need Zendesk Explore Professional or Enterprise, and Editor or Admin permissions. Additionally, you should have chat data available in Zendesk. The process is intermediate in skill level and…
Analyzing the results of a chat engagement report involves understanding the flow of chat sessions and agent interactions. For example, you might see a chat initially routed to one agent, then another, before being accepted. This helps identify…