Metrics Promise currently shows
The compiled interface contains total, active, due-today, overdue, kept, reminded, dismissed and deleted counts; kept rate; average time to fulfil; reminder rate; agent-level summaries; and activity over time.
How to interpret them
A high commitment count may reflect complex customer work rather than poor behavior. An overdue item may depend on a warehouse, finance team or external carrier. Review the underlying ticket and workload before drawing conclusions.
Metrics teams could study later
Teams may later study deadline clarity, dependency type, time-to-completion by category or the share of promises that needed human correction. Those analyses are conceptually useful but should not be presented as current Promise features until implemented.
How Promise handles this in Zendesk
Promise is built around the commitment as a separate operational object. It keeps the original wording, a concise summary, owner, due date, status and source ticket together. Agents can review and correct the record. Managers can see team status and open the underlying ticket before acting.
Promise costs $5 per agent/month and is not yet live on the Zendesk Marketplace. AI results can be incomplete or incorrect, so the product supports human review rather than claiming perfect detection.
Examples from real support work
I’ll check with the warehouse and update you tomorrow.
I’ll ask engineering and come back to you Friday.
I’ll confirm with the hotel and update you this afternoon.
I’ll contact the carrier and send the latest status tomorrow.
Questions about customer commitment metrics
What is kept rate?
The share of tracked commitments marked kept among the relevant set in the selected period.
Should managers rank agents by overdue promises?
Not without context. Work mix, dependencies and record quality can materially affect the count.
Does Promise provide benchmark data?
No public cross-customer benchmark is currently claimed.