Chat First Engagement Time [Dataset: Chat > Engagement]
Feature Request Summary:
- The current metrics calculates the time between agent’s assignment time to the chat until agent’s response after visitor’s first message
- Not available in Zendesk Chat API nor Zendesk Explore
Description/Use Cases:
- The time between agent’s assignment time to the chat until first agent’s response
- The calculation excludes Chatbot first response time
- To be available in Zendesk Explore > Chat dataset
- To be available in Zendesk Chat API
Chat Engagement Response Time [Dataset: Chat > Engagement]
Feature Request Summary:
- Calculating the average time between agent’s reply during a chat engagement
Description/Use Cases:
- To add the chat engagement response time as a standard metric
- To be available in Zendesk Ticket API and Zendesk Explore
Ticket response time [Dataset: Support > Tickets]
Feature Request Summary:
- Calculating the average response time for multiple agent’s reply (internal/external) in one ticket
Description/Use Cases:
- To add ticket response time in Zendesk Explore as a standard metric
- To be available in Zendesk Ticket API and Zendesk Explore
Business Impact of limitation or missing features above:
- Due to the high numbers of ticket volume and to increase efficiency, recently our team has implemented some changes such as: 1) Integration to a third-party platform for chatbot to help in answering customers via live chat; 2) Data migration to a business intelligence software to centralized data across all departments
- The above changes impacted in: 1) Zendesk Explore data inaccuracy due to chatbot integration; 2) Some data points are missing in our database because several metrics are not available in API