The current messaging reporting calculations nestle together the wait times for synchronous and asynchronous interactions.
Given that time-sensitive metrics for live interactions are crucial to promote good customer experience, the data generated by the report is skewed.
Case Example:
- Initially, a customer contacted via live messaging and got an initial customer wait time of 60 sec
- The cx sent an asynchronous follow-up using the same ticket, and the agent replied in his next shift (approx. 8 hours later)
- In turn, the wait time generated by the report is an average of both synchronous and asynchronous interactions bringing it to 14,430 sec wait time instead.
This gives administrators the wrong idea that their agents are not responding within acceptable timings during the interaction which could blindside management into creating policies that may be hard to sustain.
My current approach is by taking the overall median and then dividing it by the number of interactions/replies the agent sends to get the best approximate of the actual wait time.
Is anyone else looking into the actual wait time of synchronous messaging interactions? Any better approach to extracting synchronous from asynchronous data?
As of posting, the Zendesk product support team does not have any way around this.
