How Zendesk Calculates Dropped Chats
How are dropped chats calculated in Zendesk?
Dropped chats are calculated when a conversation ends with an unanswered message from a visitor, regardless of who ends the chat.
This means if a visitor responds to an agent's message and then leaves the chat, it is counted as a dropped chat. The challenge is distinguishing between chats that naturally conclude and those that end abruptly. Zendesk does not currently have a perfect solution for this, but analyzing message patterns can help.
More related questions
What is the difference between dropped chats and missed chats in Zendesk?
Dropped chats occur when a conversation with an agent ends with an unanswered message from a visitor. This can happen if either the agent or the visitor ends the chat. On the other hand, missed chats are those where the visitor leaves without being…
Can Zendesk distinguish between chats dropped by agents and users?
Currently, Zendesk does not distinguish between chats dropped by agents and those dropped by users in its metrics. A chat is considered dropped if it ends with an unanswered message from a visitor, regardless of who ends the chat. This can make it…
What are some strategies to reduce dropped chats in Zendesk?
To reduce dropped chats, consider analyzing chat patterns to identify common causes. You can use attributes like Chat Agent Messages Brackets and Chat Visitor Messages Brackets to see if dropped chats have few messages exchanged or an uneven number…
Does changing the origin of a chat affect missed chat metrics in Zendesk?
Changing the origin of a chat from chat to email does not affect the missed chat metrics in Zendesk. This is because missed chats and email responses are tracked separately in different datasets. Therefore, altering the channel of your responses…
Can Zendesk chats continue if a visitor switches pages?
In Zendesk, live chat sessions typically end when a visitor navigates to a different page. To ensure conversations continue even when switching pages, consider upgrading to Zendesk Messaging. This feature allows for continuous conversations across…
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