Chat reporting in Insights - Measure success with advanced analytics Follow

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6 comments

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    Lauren Bernstein

    For the new agent engagement metrics, when multiple agents are engaged in a single chat, are you now able to track the individual chat duration of each agent? 

  • Avatar
    Polomi Batra

    Hi Lauren! Yup, that's exactly right! :) 

  • Avatar
    Lauren Bernstein

    Thanks and it will display in minutes such as in the example above? 

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    Polomi Batra

    Hi Lauren! You'll be able to measure engagement by looking at metrics such as: 

    Number of Assignments = Total number of engagements which were assigned to the agent.

    Number of Accepted Assignments: Total number of assigned engagements which were accepted by the agent.

    Hope that helps! 

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    Lauren Bernstein

    OK thanks - so to confirm, these metrics will not include the duration each agent spends in each engagement? 

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    Polomi Batra

    Hey Lauren! Sorry for the delayed response. If you're interested specifically in the duration of the agent's engagement you can look at Median Engagement Duration [The median duration of engagement since an agent joining a chat till agent leaves the chat or chat ends]. 

    For more information on this, you can take a look at the Chat Agent Engagement section in the help center article here: https://chat.zendesk.com/hc/en-us/articles/360001328727-Analyzing-your-Chat-activity#topic_sl1_qsf_wdb

    Hope that helps! Thank you! 

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