To view missed chats in Zendesk Analytics, navigate to the Chats Missed tab. This feature allows you to see all the chats that were missed on specific days. For example, if you notice that on April 1st there were 15 missed chats, you can click on the orange box to view the missed chat history for that day. This will help you understand what the chats were about and enable you to follow up with the customers if they left their email addresses.
By drilling down into the History panel, you can see the customer's name, the message they sent, and the department they contacted. This information is crucial for responding to missed chats and improving customer service. For more details, you can check the originalZendesk help article.
To identify which agents missed chats in Zendesk, you can use the Explore feature. Explore allows you to measure your chat activity and create custom reports based on the specific data you need. This can help you track agent performance and…
Unfortunately, once a chat is deleted in Zendesk, it cannot be recovered. This is outlined in the Zendesk article on permanently deleting chats and attachments. It's important to be cautious when deleting chats to avoid losing important…