Analytics 101: Solving the missed chats mystery

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2 Comments

  • Heather R

    How do we dig out the chats we were offered but missed and then a different agent serves that customer?

    We'd like to be able to review these.

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  • Ramin Shokrizadeh

    Hi Heather,

    If you are talking about chats being reassigned from routing to another agent, you can look at the Acceptance metric in Analytics: https://chat.zendesk.com/hc/en-us/articles/217777918-Setting-up-chat-routing

    It won't tell you which specific chats got reassigned but it will help you see what agents are avoiding chats.

    If you want an option to filter history by chats that have reassignments, I would recommend posting it in the Product Feedback community. 

    -Ramin

     

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