Question
Why is there a discrepancy between accepted and served chats and how does this affect the acceptance rate?
Answer
The number of accepted chats can differ from the number of served chats for a given agent becausean agent can serve more chats than they are assigned by the system.
Accepted chats only include chats that are assigned to the agent by the system through the Assigned routing option.
Served chats also include chats that are manually assigned to the agent.A chat can be manually assigned to an agent in the following scenarios:
- 主动发起与游客交谈
- Joining chats served by other agents
- Receiving chats that are transferred from other agents
- Manually picking up unassigned chats when the chat limit is reached
When calculating the acceptance rate, only accepted chats are considered. The formula to calculate the acceptance rate is as follows:
Accepted Chats / Assigned Chats = Acceptance Rate
For more information about Chat Analytics, see the article:Chat Analytics CSV glossary.
1 Comments
I don't see any metrics for "accepted chats". I do have a metric, "Accepted Assignments". Was this metric renamed since this was written?
我的问题lem is that the "Accepted Assignments" metric is actually higher than the number of served chats, total. Is this a known issue as well? I'm completely baffled how more chats could be accepted through assigning, than were served.
Edit: I now know the reason Accepted Assignments can be higher than Served Chats, is because agents can accept an assignment, but fail to get a message in before the requester exists, which is marked as a Missed Chat, not a Served Chat, but is still an Accepted Assignment.
Pleasesign into leave a comment.