Measuring Agent Acceptance Rate - Frequently asked questions
Discover answers to common questions about measuring agent acceptance rate in Zendesk Explore. Learn how to effectively track and analyze agent performance metrics.
Frequently asked questions
How can I measure the agent acceptance rate in Zendesk Explore?
To measure the agent acceptance rate in Zendesk Explore, you can create a report that shows the number of chats accepted by an agent and their acceptance rate. Start by opening Explore and clicking the reports icon. In the Reports library, select…
What do I need to create an agent acceptance rate report in Zendesk Explore?
To create an agent acceptance rate report in Zendesk Explore, you'll need a few things. First, ensure you have Zendesk Explore Professional or Enterprise, and that you have Editor or Admin permissions. You'll also need access to ticket data in…
Can I create a similar report for the Messaging Channel in Zendesk?
Currently, it's not possible to create a similar report for the Messaging Channel in Zendesk using the same method as for chat. The Messaging Channel uses its own dataset with different metrics and attributes compared to the Chat dataset. While…
How do I add a date filter to my Zendesk Explore report?
Adding a date filter to your Zendesk Explore report helps you focus on specific time frames. In the Filters panel, click 'Add' and choose 'Time - Chat started > Chat started - Date'. After applying, click the filter you just added, then edit the…
What visualization options are available for my Zendesk Explore report?
Zendesk Explore offers various visualization options to display your report data effectively. By default, Explore chooses a column chart, but you can change this by clicking the Visualization type icon. Options include tables, line charts, and…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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