As part of our ticket deflection metrics we'd like to ID inquiries resolved via Chat. Existing default dashboards in Explore and Chat Admin allow us to see completed chats, however a completed chat isn't necessarily a resolved chat. The chat may have ended with a ticket created that requires further investigation. We were thinking of leveraging tags, to tag chats as "chat resolved" but wondering if there is a default method that exists to ID chat resolutions, or are there any suggestions/best practices to accomplish this?
Reporting Resolved Chats
How come there is no built in metric similar to one-touch resolution for tickets - but fir live chats?
I want to capture how many chats were resolved in a single session without further investigation via ticket?
Hi Efrat,
Thanks for reaching out! Unfortunately, One touch resolution for chat is not something that can be extracted/reported via Zendesk Explore for now. But you can always write a feedback to our Product team to add that as a metric for Zendesk chat reporting.
Here are the available metric for Live chat reporting on Explore
Hope that helps!
Thanks for reaching out! Unfortunately, One touch resolution for chat is not something that can be extracted/reported via Zendesk Explore for now. But you can always write a feedback to our Product team to add that as a metric for Zendesk chat reporting.
Here are the available metric for Live chat reporting on Explore
Hope that helps!
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As it turns out, there's no specific metric for this use case. The only option is the one that you are currently planning which is to tag chats whenever it's completed by agents.