How can I see if a messaging conversation was offered to an agent?

Question

How can I see if a messaging conversation was offered to an agent who didn't accept?

Answer

View the events of the ticket to confirm if an active messaging conversation was offered to an agent or agents. In the ticket events, look for the system event Offered to... Routing attempts could be shown multiple times.

For a better idea of your agent's behaviors more generally, use the First offer to assignment and % Acceptance rate metrics in Explore. First offer to assignment tells you how long it takes for your agent to accept offered tickets and % Acceptance rate tells you how frequently they accept the tickets offered to them. For more information on these metrics, see Metrics and attributes for Zendesk messaging.