Analytics 101: Measuring agent productivity Follow

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4 comments

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    Zac

    Does "serving chats" mean that the agent was in Available status? Or does it mean that they were engaged in actual chats during that time period?

  • Avatar
    Abhiroop Basu

    Hey Zac

    That means that the agent was actually serving a customer.

  • Avatar
    Zac

    Thank you Abhi. When we see missed chats, we are actually interested in finding out how many agents were available to take chats at that time - to better understand why the chat was missed and what changes we need to make in staffing. I left a post in Product Feedback: https://chat.zendesk.com/hc/en-us/community/posts/115008346048-Analytics-Enhancements-Agent-Status-Agent-Missed-Chats

    Appreciate your engagement on the community.

  • Avatar
    Abhiroop Basu

    Hi Zac

    My pleasure!

    If you are on Chat Premium, you can use Agent Reports to overlay the number of agents online with the number of missed chats. Unfortunately, you cannot see by availability, but we're working on that.

    Thanks for adding the feedback item!

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