Understanding Auto-Accept in Zendesk Explore
Discover how the auto-accept feature works in Zendesk Explore and its effect on agent metrics like acceptance rate and offer count.
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 it.
This feature is not included in certain Explore metrics such as Agent acceptance rate, Offer count, and Accepted count. As a result, an agent's capacity might show as used even if they haven't manually accepted any chats or messages. For more information, check out the article onMetrics and attributes for agent state and activity.
More related 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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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