Understanding Agent Capacity in Explore - Frequently asked questions
Discover why Explore shows agent capacity usage without chat acceptance. This page answers common questions about agent metrics and capacity tracking in Zendesk Explore.
Frequently asked questions
Why does Explore show an agent used capacity but accepted no chats?
Explore may show that an agent used some of their capacity without accepting any chats due to the auto-accept feature. This occurs when a ticket is offered multiple times and eventually directly assigned to an agent, who then works on it without…
What is the auto-accept feature in Zendesk Explore?
The auto-accept feature in Zendesk Explore allows tickets to be directly assigned to agents without them manually accepting the ticket. This can happen when a ticket is offered multiple times and eventually gets assigned to an agent who works on…
How does auto-accept affect Explore metrics?
Auto-accept affects Explore metrics by not being counted in certain key metrics. When a ticket is auto-accepted, it doesn't contribute to the Agent acceptance rate, Offer count, or Accepted count. This means that even if an agent's capacity is…
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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.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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