New Zendesk Metrics for Messaging Channels
What new metrics has Zendesk introduced for messaging channels?
Zendesk has introduced new metrics in the Messaging prebuilt dashboard and Messaging tickets dataset to provide insights into first reply time. These updates include enhanced KPIs on the First reply time tab, allowing for a more detailed drill down into first reply time by group. This change aims to help workforce managers identify issues such as insufficient staffing and low-performing agents.
These metrics are designed to improve customer experience by ensuring timely responses. They include the First offer time, First offer to assignment, % Acceptance rate, and Handle time metrics. Note that data for these new metrics is available only from October 30, 2023, onwards. For more details, you can check the originalZendesk announcement.
More related questions
Why did Zendesk introduce new metrics for first reply time?
Zendesk introduced new metrics to enhance the customer experience by ensuring timely responses. These metrics help workforce managers identify and address issues like insufficient staffing and low-performing agents, which can lead to delays in…
Do I need to take any action to access the new Zendesk metrics?
No action is required on your part to access the new Zendesk metrics. They are already available as part of the Zendesk Messaging prebuilt dashboard and Messaging tickets dataset in your account. These metrics are designed to provide deeper…
How can I find the acceptance rate of each agent in Zendesk?
To find the acceptance rate of each agent, you can use the assignee name crossed with the acceptance rate metric. However, keep in mind that if multiple agents are involved or if the assignee changes, it might affect the data. Currently, there…
When will Zendesk offer agent-level acceptance metrics?
Zendesk plans to make agent-level acceptance metrics available in the first quarter of the year. This update aims to provide more detailed insights into individual agent performance regarding acceptance rates. For now, you can use existing metrics…
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