Measuring Agent Activity for Social Channels in Zendesk
How do I measure agent activity for social messaging channels in Zendesk?
To measure agent activity for social messaging channels like Instagram and WhatsApp, you can use the Support dataset or Support dashboard in Explore. By filtering by the channel name, you can access historical reporting for these platforms.
More related questions
What are the prebuilt dashboards available for messaging reporting in Zendesk?
Zendesk offers several prebuilt dashboards for messaging reporting, each tailored to different needs. The Zendesk Messaging dashboard provides insights into messaging tickets, including metrics like first reply time and agent activity. The Explore…
How can I customize messaging reports in Zendesk?
If you have Explore Professional, you can customize messaging reports using the same dataset that powers the Zendesk Messaging dashboard. This allows you to tailor reports to your specific needs, such as creating custom queries or adding new…
Can I track real-time messaging data in Zendesk?
Yes, the Explore live dashboard in Zendesk allows you to track near-real-time messaging data. This includes metrics like agents online and conversations in queue. However, note that this dashboard does not include data from social messaging…
What metrics are available for Zendesk messaging reporting?
Zendesk messaging reporting includes a variety of metrics such as first reply time, median reply time, first resolution time, and agent activity. These metrics help evaluate service quality and efficiency in handling messaging tickets.
How can I report on Answer Bot performance in Zendesk?
To report on Answer Bot performance, you can use the comprehensive report available in Zendesk Explore. This report includes metrics like the number of attempts, answers provided, and issue resolutions. It helps evaluate the effectiveness of Answer…
Is it possible to analyze interactions with Flow Builder in Zendesk?
Yes, you can analyze interactions with Flow Builder in Zendesk. This involves evaluating how customers interact with the bot and determining the effectiveness of deflecting inquiries before they turn into tickets.
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
