Monitoring chat activity with Analytics

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  • Maggie Anderson

    Hi there! Is there a way to see, or create a metric that shows an individual agent's AHT or Total Time Spent in chat?

    We are 24/7 and I believe we will have multiple agents on a single chat, so we need to know how much time each individual agent spent on a single chat that is shared with other agents.


    Thank you!

  • Aswin Kannan

    These reports are pointless as they are all generated in UTC. It needs to be in our account time-zone.

  • Robin Dublon

    I agree why are these reports sent at 4pm only? I assume this is the US timezone for these reports, which are useless. I need them daily for reporting activity for the previous day. And having them by the afternoon is useless.

    Can this be changed?

  • Lance Le Roux

    Hi there, I agree with Maggie. AHT is vital for our QA department when assessing agent performance (KPI). 
    Is there anything Zendeck can offer us as a solution?  

    As it stands, if I am a customer and I spend 10 min Online and then only come to chat, how can we determine if the chat to 5 min to resolve or 15min? 


    It would also be nice to see (in reporting Chat Analytics or Goodata)

    When agents transferred chat.

    Here too this is very difficult to determine how long each agent worked on the chat. 
    James had a chat regarding a refund, he spends 7 min working with the customer to resolve it. In the end, James transfers the chat to Finance. Finance spends 5 min and resolves the issue. The total time spent on the chat was 12 min. 

    Now for us, if an agent spends 12 min on a chat...... that raises a question WHY. But if I can see that 2 agents worked on the chat 7 and 5 min respectively. That would make a world of a difference. 



  • Heather Rommel
    Community Moderator


    We've started diving deeper into our analytics. The data, which appears while the chat is live in the Recent Website Activity of the Home area, doesn't seem to be available after the chat has been served, nor in the history nor in any stats that we can find. Please tell us where to find this!

  • Kyle Jones
    Zendesk Customer Advocate

    Hey there Heather,

    I do not believe we have a way to pull in this activity to be reported on directly (as the recent activity feed). However, I do know that each of these things can be reported on individually.

    Chat Analytics should give you a break down of your chats and chat activity by agent. Which would therein allow you to report on these on an individual level. These would be under agent reporting, chat reporting and individual agent break downs respectively. 

    However, if you're looking for more real time activity, depending on your plan level you may have access to Monitor which might something to look into. You can see more about this here: 

    I do want to apologize for the inconvenience, but I hope this answers your question!

  • Alex Kelley

    Is there a way to configure the fields in the department_agents_chats_analytics_* csv download file?  I'm trying to get the Response Time (sec) and First Response Time (sec) raw value but only see the average, maximum, and minimum values.

  • Fiona MacCool

    what is the difference between "chats dropped" and "chats missed"? I presume dropped is when they give up and leave the chat before I close it?


  • Brett Bowser
    Zendesk Community Team

    Hi Fiona,

    Missed chats occur after an agent accepts the incoming chat request but fails to answer the visitor’s initial message.

    Dropped chats occur after the agent fails to answer the visitor’s last message before the active chat session ends.

    You can find out more in the following article: Analytics CSV Glossary


  • Rositsa Pavlova


    Is the Acceptance rate based on dropped chats or missed chats? 



  • Gail L
    Zendesk Community Team

    Hi Rositsa, 

    A dropped chat was still accepted, that term just means that the customer left the last comment (even if it's "thanks, bye"). Missing assigned chats would negatively impact the acceptance rate for an agent.

  • Jahn Jerenz Bronilla

    Hello Team - is there a way we can have a raw report of the highlighted report below?

    We understand that number of Chats are present in Explore but the Page Views, Total Visit, and Unique Visitors are not present in explore.



  • Brett Bowser
    Zendesk Community Team

    Hey Jahn,

    At this time this isn't possible. Our Explore team is always looking to improve the product and bring in additional datasets so I would encourage you to create a separate feedback post here: Explore Product Feedback

    Let me know if you have any other questions!

  • Pete Fisher

    I am looking for analytics around ticket communication and resolution. I don't think the communication my team is doing is chat bot or agent chat, but happens in the "public reply" section of the ticket resolution. Is there a way to get a weekly total of the number of how often this type of communication occurs? Thanks. 

  • Madison Davis
    Zendesk Community Team

    Hey Pete! Sorry for our delayed response. Am I correct in understanding that you'd like to know the number of public replies your agents are providing ona. weekly basis? If so, I recommend checking out the Agent Updates tab of the default Support dashboard, which has this query already built for you!

  • Kevin Miodek

    Does the response time include the wait time or these are 2 separate metrics?

  • Alessandro Battistini
    Zendesk Customer Advocate

    Hi Kevin,

    The response time and wait time are separate metrics in Chat Analytics:


  • Mark Oliver

    Team, what's the formula for acceptance rate? how do we compute it and what's is basis for it to be below 100%. Also, what is acceptable acceptance rate in a nut shell?

  • Jahn Jerenz Bronilla

    Hi Mark Oliver,

    Formula is Accepted Chats over Total Number of Chat Assignments.
    Example: 34/45*100=Chat Acceptance Rate

    Acceptable acceptance rate depends on the company's metric but with is we are at 95%

    Hope this helps!

  • Qin Peng

    Can analytic support send email in hourly?

  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi Qin,

    Thanks for reaching out! Unfortunately the highest frequency for this feature that is possible at this time is daily. We do have alternatives that you may be interested in such as using Explore reporting if you do not already which you can also use to measure chat performance and depending on your plan level will refresh once and hour. I will link that information below for you:

    Analyzing your Chat activity

    I hope that helps!

    Jason Schaeffer | Customer Advocate |


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