Measuring Agent Acceptance Rate in Zendesk Explore
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 'New report' and choose the 'Chat - Engagement' dataset. Add metrics for 'Accepted Assignments' and '% Assignment acceptance rate' to see the total number of accepted chats and the acceptance rate. You can further break down the data by adding attributes like 'Agent name' and apply a date filter to focus on specific time frames. For more details, visit theoriginal link.
More related questions
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 the…
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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