Steps to Take for Abnormal Increases in Wait Time
What should I do if I notice an abnormal increase in wait time?
If you notice an abnormal increase in wait time, it's important to investigate the cause promptly. Start by overlaying wait time data with Chat Reports to pinpoint the exact period when the increase occurred. Once identified, drill down into the data to understand what went wrong during that time.
This could involve looking at factors such as agent availability, chat volume, or technical issues. By identifying the root cause, you can take corrective actions to prevent future occurrences and maintain efficient response times.
More related questions
How can I investigate increasing wait times in Zendesk Chat?
To investigate increasing wait times in Zendesk Chat, you can overlay wait time with Chat Reports. This allows you to identify any abnormal increases in wait time during specific periods. For instance, if you notice that the Wait Time (Served) on a…
What is the impact of high waiting times on customer satisfaction?
High waiting times can significantly impact customer satisfaction, turning happy customers into angry ones. When customers experience long response times, it can lead to frustration and dissatisfaction with the service. This is why it's crucial to…
How can Chat Reports help in managing wait times?
Chat Reports in Zendesk are a valuable tool for managing wait times. By overlaying wait time data with Chat Reports, you can identify patterns and anomalies in wait times. This helps in understanding when and why wait times increase, allowing you…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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