Question
How do I report on chats in messaging if they don’t end? How do I analyze my messaging tickets? How do I analyze conversations in messaging?
Answer
When creating and viewing reports on messaging conversations it is important to remember that messaging allows forpersistent conversations．Wait to report on messaging conversations that are closed due toinborn ticket rulesoradd live data widgetsto your dashboard to see near-real-time reports.
Report on messaging using the following dashboards orcreate your own:
- Open the product tray.
- Click theExploreicon.
- Click theDashboardicon.
- Select yourpreferred dashboard:
- TheZendesk Messagingdashboard.
- TheExplore Live datadashboard
- TheZendesk Supportdashboard.
Remember: In contrast to messaging, live chatsessions are endedby visitors or agents, and yourchat activity is analyzeddifferently on yourChat dashboard．Legacy chat accounts canmonitor chat activity with Analytics．
For more information, see these articles:
5 Comments
HI Team,
We would like to have visibility of missed live messaging session but I'm not sure if there is such an attribute for messaging in explore.
Seeking your help as to how can we get that visibility in messaging channel.
Thank you
Art
When creating and viewing reports on messaging conversations, it is important to remember that messaging allows forpersistent conversations．Contrary to live chat, a session is not a customer-facing concept inmessaging．客人没有结束一个c的能力hat nor the agent to miss a chat. Instead, conversations go through active and inactive states.
Take a look at this article for more information:Messaging reporting in Zendesk Agent Workspace
Hi Gab,
Via omnichannel routing, an agent can choose to not accept a messaging ticket, meaning it could be missed a few times before an agent accepts it. Is there any reporting on this?
Thanks,
-Amelia
Metrics for missed and accepted messaging tickets are not available yet, our team are progressively releasing more report tools for Omnichannel, like the current EAPOmnichannel agent state and activity dashboard
Hopefully new metrics to check the acceptance rate will be added very soon, you can follow ourrelease notesto get a notification for each product updates.
I hope this helps !
Similarly to AnswerBot is it possible via messaging and flowbuilder to analyse the interactions our customers had with the flowbuilder bot that we deflected and it didn't turn into a ticket directly?
Pleasesign into leave a comment.