Understanding Agent Behavior with Zendesk Metrics
What metrics can help understand agent behavior in Zendesk messaging?
Metrics like 'First offer to assignment' and '% Acceptance rate' in Zendesk Explore can help you understand agent behavior. 'First offer to assignment' measures the time it takes for an agent to accept offered tickets, while '% Acceptance rate' shows how frequently agents accept the tickets offered to them.
These metrics provide valuable insights into the efficiency and responsiveness of your agents. By analyzing these metrics, you can identify areas for improvement and ensure that your team is effectively managing incoming conversations.
More related questions
How can I check if a messaging conversation was offered to an agent in Zendesk?
To check if a messaging conversation was offered to an agent, you need to view the events of the ticket. In the ticket events, look for the system event labeled 'Offered to…'. This will confirm if an active messaging conversation was indeed…
How can I use Zendesk Explore to analyze messaging routing?
Zendesk Explore offers powerful tools to analyze messaging routing through various metrics. By using metrics like 'First offer to assignment' and '% Acceptance rate', you can gain insights into how efficiently your agents are handling incoming…
What should I look for in ticket events to confirm a conversation offer?
In ticket events, you should look for the system event labeled 'Offered to…' to confirm if a messaging conversation was offered to an agent. This event indicates that the conversation was routed to an agent or agents. It's important to note that…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“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.”
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