Reporting on Missed Messaging Sessions in Zendesk
Can I report on missed messaging sessions in Zendesk?
Currently, Zendesk does not provide specific metrics for missed messaging sessions. Messaging doesn't have a customer-facing session concept like live chat, so agents can't miss a chat in the traditional sense.
However, Zendesk is progressively releasing more reporting tools for Omnichannel, and you can follow their release notes for updates on new metrics, including acceptance rates.
More related questions
How can I report on messaging conversations in Zendesk?
To report on messaging conversations in Zendesk, you need to consider that messaging allows for persistent conversations. It's best to report on conversations that are closed due to system ticket rules or use live data widgets for near-real-time…
What dashboards can I use to report on Zendesk messaging?
You can use several dashboards to report on Zendesk messaging, including the Zendesk Messaging dashboard, the Explore Live data dashboard, and the Zendesk Support dashboard. To access these, open the product tray, click the Explore icon, then the…
How do persistent conversations affect reporting in Zendesk messaging?
Persistent conversations in Zendesk messaging mean that sessions don't end like traditional live chats, affecting how you report on them. It's important to wait until conversations are closed by system ticket rules for accurate reporting….
Is it possible to analyze interactions with the Flowbuilder bot in Zendesk?
As of now, Zendesk does not offer metrics to analyze interactions with the Flowbuilder bot that don't turn into tickets. This feature is not available yet, but it's a popular request. You can engage with the Zendesk community by posting in the…
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.
