This article contains a glossary of metrics used in Analytics. These terms are used in the following reports:
- Agent activity
- Chat activity
- Log in times
- Serving times
- Status sessions
- Agent and chat activity by department
- Chat activity by department
Agent activity
Number of chats that are assigned by system to an agent. This does not include agent initiated Chats.
|
Agent Report |
Description |
| First Name | The agent's first name |
| Last Name | The agent's last name |
| The agent's email address | |
| Enabled | Whether this agent is currently enabled in the dashboard |
| Start Time (UTC+0) | The start time for the stats in that row (with the time zone indicated) |
| End Time (UTC+0) | The end time for the stats in that row (with the time zone indicated) |
| Assigned Chats | Number of chats that are assigned by system to an agent. This does not include agent initiated Chats. |
| Accepted Chats | Number of chats that agent accepted from system assigned chats. An agent can serve more chats than assigned chats by proactively initiating chat with a visitor, join a chat of other agents, receive a transferred chat from other agent, and manually pick up an unassigned chat when chat limit is reached. |
| Completed Chats | The number of chats which end with a reply from this agent |
| Dropped Chats | The number of chats accepted by or assigned to this agent which end with an unanswered message from a visitor |
| Missed Chats | The number of chats where this agent does not answer the incoming chat request and the visitor subsequently leaves |
| Visitor Initiated | The number of chats started by a visitor and served by this agent |
| Agent Initiated | The number of chats started by an agent and served by this agent |
| Trigger Initiated | The number of chats started by a trigger and served by this agent |
| Visitor Initiated (Completed) | The number of chats started by a visitor which have been completed by this agent |
| Agent Initiated (Completed) | The number of chats started by an agent which have been completed by this agent |
| Trigger Initiated (Completed) | The number of chats started by a trigger which have been completed by this agent |
| Visitor Initiated (Dropped) | The number of chats started by a visitor which have been dropped by this agent |
| Agent Initiated (Dropped) | The number of chats started by an agent which have been dropped by this agent |
| Trigger Initiated (Dropped) | The number of chats started by a trigger which have been dropped by this agent |
| Visitor Initiated (Missed) | The number of chats initiated by a visitor which have been missed by this agent |
| Agent Initiated (Missed) | The number of chats initiated by an agent which have been missed by this agent |
| Trigger Initiated (Missed) | The number of chats started by a trigger which have been missed by this agent |
| Unresponsive Chats | The number of chats which are started by this agent or a trigger, to which the visitor does not respond |
| Agent Initiated (Unresponsive) | The number of chats started by this agent where the visitor is unresponsive |
| Trigger Initiated (Unresponsive) | The number of chats started by a trigger and joined by this agent, where the visitor is unresponsive |
|
Chat Satisfaction |
The satisfaction rating, if any, the visitor applied to the chat session |
|
Chats Rated |
Total number of chats rated for this agent |
|
Good |
Total number of chats rated Good for this agent |
|
Bad |
Total number of chats rated Bad for this agent |
| Average of First Response Time (sec) | The average time it takes for an agent to respond to an initial chat request from a visitor (across all their chats) |
| Maximum of First Response Time (sec) | The longest amount of time it takes for this agent to respond to an initial chat request from a visitor (across all their chats) |
| Minimum of First Response Time (sec) | The shortest amount of time it takes for this agent to respond to an initial chat request from a visitor (across all their chats) |
| Average Chat Duration (sec) | The average length of time a chat session takes across all chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. |
| Maximum Chat Duration (sec) | The longest length of time a chat session takes for chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. |
| Minimum Chat Duration (sec) | The shortest length of time a chat session takes for chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. |
| Average Response Time (sec) | Each individual chat has its own average response time. This is calculated as the average time it takes for this agent to respond to the last visitor message in that chat. The “Average Response Time” refers to the average value of the average response time across all the agents chats. |
| Maximum of Average Response Time (sec) | The highest Average Response Time across all the agent's chats. |
| Minimum of Average Response Time (sec) | The highest Average Response Time across all the agent's chats. |
| Acceptance | The percentage of Assigned chats that were served by agents out of all the chats routed to the agent |
| Conversions (Agent Attributed) | Total number of goal conversions that are attributed to chats assigned or served by this specific agent |
Chat activity
| Chat Report | Description |
| Start Time (UTC+0) | The start time for the stats in that row (with the time zone indicated) |
| End Time (UTC+0) | The end time for the stats in that row (with the time zone indicated) |
| Total Chats | The total number of missed, dropped and served chats combined |
| Completed Chats | The number of chats which end with a reply from an agent |
| Dropped Chats | The number of chats which end with an unanswered visitor message |
| Missed Chats | The number of chats where the agent does not answer the incoming chat request and the visitor subsequently leaves |
| Visitor Initiated | The number of chats started by a visitor on your website |
| Agent Initiated | The number of chats started by one of your agents |
| Trigger Initiated | The number of chats started by a trigger and served by this agent |
| Visitor Initiated (Completed) | The number of chats started by a visitor which have been completed |
| Agent Initiated (Completed) | The number of chats started by an agent which have been completed |
| Trigger Initiated (Completed) | The number of chats started by a trigger which have been completed by this agent |
| Visitor Initiated (Dropped) | The number of chats started by a visitor which have been dropped |
| Agent Initiated (Dropped) | The number of chats started by an agent which have been dropped |
| Trigger Initiated (Dropped) | The number of chats started by a trigger which have been dropped by this agent |
| Visitor Initiated (Missed) | The number of chats started by a visitor which have been missed |
| Agent Initiated (Missed) | The number of chats started by an agent which have been missed |
| Trigger Initiated (Missed) | The number of chats started by a trigger which have been missed by this agent |
| Unresponsive Chats | The number of chats which are started by an agent or trigger, to which the visitor does not respond |
| Agent Initiated (Unresponsive) | The number of chats started by an agent where the visitor is unresponsive |
| Trigger Initiated (Unresponsive) | The number of chats started by a trigger and joined by this agent where the visitor is unresponsive |
| Chat Satisfaction | The satisfaction rating, if any, the visitor applies to the chat session |
| Chats Rated | Total number of chats rated for this agent |
| Good | Total number of chats rated Good for this agent |
| Bad | Total number of chats rated Bad for this agent |
| Average of First Response Time (sec) | The average time it takes for an agent to respond to an initial chat request from a visitor (across all chats) |
| Maximum of First Response Time (sec) | The longest amount of time it takes for an agent to respond to an initial chat request from a visitor (across all chats) |
| Minimum of First Response Time (sec) | The shortest amount of time it takes for an agent to respond to an initial chat request from a visitor (across all chats) |
| Average Chat Duration (sec) | The average length of time a chat session takes (across all chats). Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. |
| Maximum Chat Duration (sec) | The longest length of time a chat session takes. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. |
| Minimum Chat Duration (sec) | The shortest length of time a chat session takes. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. |
| Average Response Time (sec) | Each individual chat has its own average response time. This is calculated as the average time it takes for an agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all chats. |
| Average Response Time - Maximum (sec) | The highest Average Response Time across all chats. |
| Average Response Time - Minimum (sec) | The shortest Average Response Time across all chats. |
| Wait Time (Served) | The amount of time before an agent first responds to a chat request. |
| Wait Time (Missed) | The amount of time between a visitor's last comment and when they ended the chat, without an agent reply. |
| Conversions (Agent Attributed) | Total number of goal conversions that are attributed to chats assigned or served by a specific agent. |
| Conversions (Unattributed) | Total number of goal conversions, including conversions not attributed to a chat. |
Log in times
|
Agent Report |
Description |
| First Name | The agent's first name |
| Last Name | The agent's last name |
| The agent's email address | |
| Enabled | Whether this agent is currently enabled in the dashboard |
| Login Time (UTC+0) | The time the agent logged in to the dashboard (with the time zone indicated) |
| Logout Time (UTC+0) | The time the agent logged out of the dashboard (with the time zone indicated) |
| Duration (sec) | The length of time (in seconds) the agent was logged in to the dashboard |
Serving times
|
Agent Report |
Description |
| First Name | The agent's first name |
| Last Name | The agent's last name |
| The agent's email address | |
| Enabled | Whether this agent is currently enabled in the dashboard |
| Serving Start Time (UTC+0) | The start time for the chats the agent takes part in (with the time zone indicated) |
| Serving End Time (UTC+0) | The end time for the chats the agent takes part in (with the time zone indicated) |
| Duration (sec) |
The length of time (in seconds) the agent was involved in the chats |
Status Sessions
| Name | The agent's complete name |
| The agent's email address | |
| Enabled | Whether the agent is currently enabled |
| Status | The agent's current availability status |
| Start Time (UTC+0) | The start time for the stats in that row (with the time zone indicated) |
| End Time (UTC+0) | The end time time for the stats in that row (with the time zone indicated) |
| Duration (sec) | The length of time (in seconds) the agent was involved in the chats |
Agent and chat activity by department
|
Agent Report |
Description |
| Department | The department handling the activity |
| First Name | The agent's first name |
| Last Name | The agent's last name |
| The agent's email address | |
| Enabled | Whether this agent is currently enabled in the dashboard |
| Start Time (UTC+0) | The start time for the stats in that row (with the time zone indicated) |
| End Time (UTC+0) | The end time for the stats in that row (with the time zone indicated) |
| Completed Chats | The number of chats which end with a reply from this agent |
| Dropped Chats | The number of chats which end with an unanswered visitor message (from this agent) |
| Missed Chats | The number of chats where this agent does not answer the incoming chat request and the visitor subsequently leaves |
| Visitor Initiated | The number of chats started by a visitor and served by this agent |
| Agent Initiated | The number of chats started by an agent and served by this agent |
| Trigger Initiated | The number of chats started by a trigger and served by this agent |
| Visitor Initiated (Completed) | The number of chats started by a visitor which have been completed by this agent |
| Agent Initiated (Completed) | The number of chats started by an agent which have been completed by this agent |
| Trigger Initiated (Completed) | The number of chats started by a trigger which have been completed by this agent |
| Visitor Initiated (Dropped) | The number of chats started by a visitor which have been dropped by this agent |
| Agent Initiated (Dropped) | The number of chats started by an agent which have been dropped by this agent |
| Trigger Initiated (Dropped) | The number of chats started by a trigger which have been dropped by this agent |
| Visitor Initiated (Missed) | The number of chats initiated by a visitor which have been missed by this agent |
| Agent Initiated (Missed) | The number of chats initiated by an agent which have been missed by this agent |
| Trigger Initiated (Missed) | The number of chats started by a trigger which have been missed by this agent |
| Unresponsive Chats | The number of chats which are started by this agent or a trigger, to which the visitor does not respond |
| Agent Initiated (Unresponsive) | The number of chats started by this agent where the visitor is unresponsive |
| Trigger Initiated (Unresponsive) | The number of chats started by a trigger and joined by this agent, where the visitor is unresponsive |
|
Chat Satisfaction |
The satisfaction rating, if any, the visitor applied to the chat session |
|
Chats Rated |
Total number of chats rated for this agent |
|
Good |
Total number of chats rated Good for this agent |
|
Bad |
Total number of chats rated Bad for this agent |
| Average of First Response Time (sec) | The average time it takes for an agent to respond to an initial chat request from a visitor (across all their chats) |
| Maximum of First Response Time (sec) | The longest amount of time it takes for this agent to respond to an initial chat request from a visitor (across all their chats) |
| Minimum of First Response Time (sec) | The shortest amount of time it takes for this agent to respond to an initial chat request from a visitor (across all their chats) |
| Average Chat Duration (sec) | The average length of time a chat session takes across all chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. |
| Maximum Chat Duration (sec) | The longest length of time a chat session takes for chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. |
| Minimum Chat Duration (sec) | The shortest length of time a chat session takes for chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. |
| Average Response Time (sec) | Each individual chat has its own average response time, which is calculated as the average time it takes for this agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all the agents' chats. |
| Maximum of Average Response Time (sec) | The highest Average Response Time across all the agent's chats. |
| Minimum of Average Response Time (sec) | The highest Average Response Time across all the agent's chats. |
Chat activity by department
| Chat Report | Description |
| Department | The department handling the activity |
| Start Time (UTC+0) | The start time for the stats in that row (with the time zone indicated) |
| End Time (UTC+0) | The end time for the stats in that row (with the time zone indicated) |
| Completed Chats | The number of chats which end with a reply from an agent |
| Dropped Chats | The number of chats which end with an unanswered visitor message |
| Missed Chats | The number of chats where the agent does not answer the incoming chat request and the visitor subsequently leaves |
| Visitor Initiated | The number of chats started by a visitor on your website |
| Agent Initiated | The number of chats started by one of your agents |
| Trigger Initiated | The number of chats started by a trigger and served by this agent |
| Visitor Initiated (Completed) | The number of chats started by a visitor which have been completed |
| Agent Initiated (Completed) | The number of chats started by an agent which have been completed |
| Trigger Initiated (Completed) | The number of chats started by a trigger which have been completed by this agent |
| Visitor Initiated (Dropped) | The number of chats started by a visitor which have been dropped |
| Agent Initiated (Dropped) | The number of chats started by an agent which have been dropped |
| Trigger Initiated (Dropped) | The number of chats started by a trigger which have been dropped by this agent |
| Visitor Initiated (Missed) | The number of chats started by a visitor which have been missed |
| Agent Initiated (Missed) | The number of chats started by an agent which have been missed |
| Trigger Initiated (Missed) | The number of chats started by a trigger which have been missed by this agent |
| Unresponsive Chats | The number of chats which are started by an agent or trigger, to which the visitor does not respond |
| Agent Initiated (Unresponsive) | The number of chats started by an agent where the visitor is unresponsive |
| Trigger Initiated (Unresponsive) | The number of chats started by a trigger and joined by this agent where the visitor is unresponsive |
| Chat Satisfaction | The satisfaction rating, if any, the visitor applies to the chat session |
| Chats Rated | Total number of chats rated for this agent |
| Good | Total number of chats rated Good for this agent |
| Bad | Total number of chats rated Bad for this agent |
| Average of First Response Time (sec) | The average time it takes for an agent to respond to an initial chat request from a visitor (across all chats) |
| Maximum of First Response Time (sec) | The longest amount of time it takes for an agent to respond to an initial chat request from a visitor (across all chats) |
| Minimum of First Response Time (sec) | The shortest amount of time it takes for an agent to respond to an initial chat request from a visitor (across all chats) |
| Average Chat Duration (sec) | The average length of time a chat session takes (across all chats). Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. |
| Maximum Chat Duration (sec) | The longest length of time a chat session takes. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. |
| Minimum Chat Duration (sec) | The shortest length of time a chat session takes. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. |
| Average Response Time (sec) | Each individual chat has its own average response time, which is calculated as the average time it takes for an agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all chats. |
| Average Response Time - Maximum (sec) | The highest Average Response Time across all chats. |
| Average Response Time - Minimum (sec) | The shortest Average Response Time across all chats. |
27 Comments
Hi Nora: Glossary is helpful, however may need further update? My premium plan reports on the following in our Agent Leaderboard:
I do not see a clear definition for "Wait Time (Served)" and have had slightly different explanations on this. Also for "Response Time" need to know what interval is being measured here, and if it overlaps any other metric (such as Wait Time Served). Thank you.
@Peter - I would love a clear explanation on Wait Time (Served) as well! +1 to you
Hello, I do not see information about the measure "Assigned chats". Additionally, why in the csv export, this number is higher than the sum of "Missed, Dropped and Completed"?
Thanks,
Hello! Could you please explain what does the "Avg Wait Time (Missed)" in the column Service Level mean? This value appears in the Monthly Email Analytics Report. Thanks!
Seems this article was updated at the beginning of September (2017) with some better descriptions! Would be nice to get a notification on that. However, "Avg Wait Time (Served)" and "Avg Wait Time (Missed)" are still not in the list
From what I can gather though, Avg Wait Time (Served) would be the same as Average First Response Time: the average time it takes for an agent to respond to an initial chat request from a visitor. That would make Avg Wait Time (Missed) be the average time it takes for a visitor to get tired of waiting and leave without getting served.
Average Response Time was added to the list and is quite an interesting metric. "Each individual chat has its own average response time. This is calculated as the average time it takes for an agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all chats." As I read this, it is basically a measure of how well the agent is paying attention to their chats - how quickly they reply as the chat is on-going. Very nice!
Hello. How I can get this analytic information by API?
Hi Alex, there are currently no APIs for the Analytics data and we have no plans right now to add them.
You will need to use the Chat REST APIs to pull the raw chat data and do the analytics calculations yourself at the moment. Here are the docs for the Chat APIs: https://developer.zendesk.com/rest_api/docs/chat/chats
Has there been any further clarity or an official response around Wait Time (served) please?
I have the same question as Diego
Hello, I do not see information about the measure "Assigned chats". Additionally, why in the csv export, this number is higher than the sum of "Missed, Dropped and Completed"?
Thanks,
The definition for Dropped Chats is flawed, in my opinion. A user who replies with a 'Thank you' at the end of the chat that goes unreplied is counting as a dropped chat. Sometimes there's no need to send a response back, especially if the agent already thanked the user. The need to 'always have the last word' is a odd requirement from Zendesk.
The chat completed, it didn't drop. A dropped chat should reflect a session that ends unexpectedly after a dialogue has started, but the agent or end user disconnects without properly ending the session.
Are there any workarounds to this or ways to change this behaviour?
Hello, Is there any API I can get the 'Log in times' data?
I want to analysis the agents' login ~ logout data.
but I didn't find it from the Chat API.
https://developer.zendesk.com/rest_api/docs/chat/agents
Kind of emergency, anyone can help me?
THANKS~
Hi Joey,
Currently, there are no reporting APIs to get that information. You will need to export the agent analytics data into a CSV.
If you need one off help around a particular agent, email chat@zendesk.com and we can look at our internal logs to see if we can help you out.
Thanks,
Ramin
Hello, Ramin,
Thank you for your reply.
you mentioned here before. so is there a way to get the 'Log in times' from Chat REST APIs?
if there is, would you like to give me some advice to get the data ?
-------
Hi Alex, there are currently no APIs for the Analytics data and we have no plans right now to add them.
You will need to use the Chat REST APIs to pull the raw chat data and do the analytics calculations yourself at the moment. Here are the docs for the Chat APIs: https://developer.zendesk.com/rest_api/docs/chat/chats
Hi Joey,
It is not possible, the REST APIs do no exist. Would need to export the CSV, you can learn more about the CSV feature here: https://chat.zendesk.com/hc/en-us/articles/115014893488-New-Agent-Status-Metrics-Offer-Deeper-Insight-Into-Staffing
-Ramin
Hi, Ramin
thank you for your quick reply!!
it helps a lot~
Is there any plan to add the 'Login Times' to the current API?
Joey
Hi Joey,
There is no immediate plans to adding new API endpoints for this type of data in 2018.
Thanks,
Ramin
Hi, as I already have posted in the product feedback, the way we distribute our chat requests is different from the whole concept of Zopim. We use broadcasting, which means that the agent needs to click on a request to engage in that conversation. It would be very interesting for us to get the wait time from the moment the customer clicked the chat request on our front end, until the agent accepted (clicked according to broadcasting) and initiated the conversation. Is there any chance or way to measure this ?
I also agree with Dan Ross, the way dropped chats are measured in my opinion creates noise in the reporting.
@Ramin,
Can you please clarify completed vs dropped chats? From the language in this article, it seems as if it may all be calculated based on who left the last message (if agent = completed chat; if customer = dropped chat). Is this accurate?
Or, can a chat with the last message from a customer be counted as complete IF the agent ends the chat? As Dan Ross stated above (https://chat.zendesk.com/hc/en-us/articles/212016748/comments/115002136647) sometimes there is no need for the agent to respond to the customer's last message, so for us, as long as the agent ends the chat in this situation, we want this to count as complete NOT dropped.
Hi Lila,
If a chat doesn't have an agent response to the visitor message, it is considered as dropped. Some customers get messages from visitors that just say "thanks". If the agent closes this chat without saying anything, it is considered a dropped chat.
For these situations, we recommend using a shortcut before closing the chat so that its viewed as a completed chat and the visitor understands the agent is leaving the chat session.
Hope that clarifies it for you.
Ramin
From the definition here, missed chats are ones where the visitor never received a response from anyone. We have our routing config = assinged. On the routing config page we have the capability to reassign chats to other agents after a period of time of no response (which we have set to 60 secs), but, I don't see a metric for reassigned chats (i.e. # of chats which had to be reassigned due to no response from assigned agents, agents who had their chats reassigned etc). Is this available in analytics anywhere (chat UI, Insights, Explore)?
Hi Lila,
For chat routing metrics, you will want to look at 'Accepted Chats' and the 'Acceptance' metrics. Both are available in the dashboard and the CSV export.
-Ramin
Would anyone by any chance have a formula to obtain something like "Date (Chat Ended)" (or, better yet, its timestamp) in GoodData or Explore? :-)
Is there a way for us to get the page view in explore? We tried but there's no metrics nor attributes.
This section lists and defines all of the Chat engagement metrics available.
Chat engagement time-based metrics begin measuring specifically when an agent interacts with a chat. Other Chat time-based metrics begin measuring when a visitor (or a visitor representative - such as an agent or trigger beginning a chat on behalf of a visitor) interacts with the chat.
I request all chats, but only respond to partial chat data
Please sign in to leave a comment.