Reporting on Availability Time in Chat

7 Kommentare

  • Katie Dougherty
    Zendesk Community Team

    Hi MineralTree | Support,

    Thank you for reaching out!

    At this time there's no way for Explore to track session-based data (ie. the amount of time an agent is online). Our Explore team is looking into adding additional Chat and Talk metrics so I'll be sure to pass this feedback along to them!

    As far as what you can report on, I would suggest using the "Chat duration" metric or the "Engagement duration" metric in your report. These metrics allow you to report on the time duration from the first to the last chat message, and the time in seconds from the first agent message to the last agent message.

    Please see my screenshot below on how this could be configured! You could have rows of the agent's names and columns of the dates you need to report on.  

    For more information, here is our support article: https://support.zendesk.com/hc/en-us/articles/360022365213

    Please let me know if you have any questions! 

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  • MineralTree | Support

    Thanks for the response Katie. I appreciate your efforts but the above statistic is not going to help me out.

    Yes, it is vital that session based data be available in Explore. This information is fundamental in managing a call center of any kind.

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  • Katie Dougherty
    Zendesk Community Team

    Hi MineralTree | Support,

    Understood! I will be sure to pass this feedback to our Product Team so we can work on adding Chat and Talk metrics to track session-based data.  Thank you for your feedback!

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  • Terry Knox

    Is this still the case? Was really surprised to find that I can't report on logged in time, proportion of time spent on chats or proportion of logged in time available. Am I just missing something obvious? 

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  • Gab
    Zendesk Customer Advocate

    Hi Terry,

    I'm afraid that this is still not available in the Chat Engagement dataset in Explore. At this time, agent activity data can only be accessed via the default reports in the Analytics section of your Chat dashboard (Monitoring chat activity with Analytics).

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  • Yrwyn M. Policarpio

    Hi Zendesk Team, do we still have no way to track the number of hours that the team is online on live chat? Will you consider adding this anytime soon? Thanks!

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Yrwyn

    Session-based metrics in Chat like online duration are still not yet available in Explore, but you could use Chat Analytics or third-party WFM tools to report on those.

     

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