Use this article to discover the metrics and attributes you can use to build Explore queries based on your usage of Zendesk Chat.
Important: Chat agent data, like names or email addresses, is not available in Legacy Chat plans. To identify the Chat account type you have, see Determining your Zendesk Chat account version.
For more information about how to create queries with Explore, see Creating queries.
Zendesk Chat Engagement dataset
The Zendesk Chat Engagement dataset contains metrics and attributes that relate to your Zendesk Chat engagement. This sections lists all the available elements for the dataset, and contains the following topics:
Zendesk Chat engagement metrics
This section lists and defines all of the Zendesk Chat engagement metrics available. If you used Insights, you can find the equivalent metrics in Zendesk Chat metrics reference.
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.
Note: As of July 17, 2019, the method for measuring Engagement First Response Time was updated. Timing now begins when agent engagement starts. Prior to that date, timing began when the chat started. If you need help understanding the new reports, or have any questions, please contact Zendesk Customer Support.
| Metric | Definition | Calculation |
|---|---|---|
| Chats | The number of Chat sessions. | IF ([Chat type - Unsorted]!="Offline Message") THEN [Chat ID] ENDIF |
| Served chats | The number of Chat sessions served by agents. | IF ([Chat type - Unsorted]!="Offline Message" AND [Chat completion]!="Missed") THEN [Chat ID] ENDIF |
| Completed chats | The number of Chat sessions successfully completed by agents (excludes agent-dropped and missed chats). | IF ([Chat type - Unsorted]!="Offline Message" AND [Chat completion]="Completed") THEN [Chat ID] ENDIF |
| Non-completed chats | The number of chat sessions dropped or missed by agents. | IF ([Chat type - Unsorted]!="Offline Message" AND [Chat completion]!="Completed") THEN [Chat ID] ENDIF |
| Dropped chats | The number of chat sessions dropped by agents. | IF ([Chat type - Unsorted]!="Offline Message" AND [Chat completion]="Dropped") THEN [Chat ID] ENDIF |
| Deleted chats | The number of chat sessions which were deleted. | IF ([Chat type - Unsorted]!="Offline Message" AND [Chat deleted]="true") THEN [Chat ID] ENDIF |
| Skills fulfilled chats | The number of chats that were served by the agent with the required set of skills. | IF ([Chat type - Unsorted]!="Offline Message" AND [Chat skills fulfilled]="true") THEN [Chat ID] ENDIF |
| Transferred chats | The number of chats that were transferred to other departments or agents. | IF ([Chat type - Unsorted]!="Offline Message" AND [Engagement started by]="Transfer") THEN [Chat ID] ENDIF |
| Trigger fired chats | The number of chats on which the system trigger had fired. | IF ([Chat type - Unsorted]!="Offline Message" AND [Chat trigger fired]="true") THEN [Chat ID] ENDIF |
| Offline messages | The number of offline message left when no agents were online. | IF ([Chat type - Unsorted]="Offline Message") THEN [Chat ID] ENDIF |
| % Chat completion rate | The percentage of completed chats from the total amount of chats. | D_COUNT(Completed chats)/D_COUNT(Chats) |
| % Chat drop rate | The percentage of chats dropped by agents from the total amount of chats. | D_COUNT(Dropped chats)/D_COUNT(Chats) |
| % Chat skill fulfillment rate | The percentage of chats that were served by the agent with the required set of skills from the total amount of chats. | D_COUNT(Skills fulfilled chats)/D_COUNT(Chats) |
| % Chat transfer rate | The percentage of chats that were transferred to other departments or agents from the total amount of chats. | D_COUNT(Transferred chats)/D_COUNT(Chats) |
| % Chat trigger fired rate | The percentage of chats on which the system trigger had fired (was executed) from the total amount of chats. | D_COUNT(Trigger fired chats)/D_COUNT(Chats) |
| Chats - Daily average | The average number of chats started each day. | D_COUNT(Chats)/DCOUNT_VALUES([Chat started - Date]) |
| Inbound chats | The number of inbound chats initiated by visitors (end-users). | IF ([Chat type - Unsorted]="Inbound") THEN [Chat ID] ENDIF |
| Completed inbound chats | The number of inbound chats successfully completed by agents (excludes the agent dropped and missed chats). The inbound chat sessions are initiated by visitors (end-users). | IF ([Chat type - Unsorted]="Inbound" AND [Chat completion]="Completed") THEN [Chat ID] ENDIF |
| Missed inbound chats | The number of inbound chat sessions missed by agents. The inbound chat sessions are initiated by visitors (end-users). | IF ([Chat type - Unsorted]="Inbound" AND [Chat completion]="Missed") THEN [Chat ID] ENDIF |
| Trigger fired inbound chats | The number of inbound chats on which the system trigger had fired. The inbound chat sessions are initiated by end-users. | IF ([Chat type - Unsorted]="Inbound" AND [Chat trigger fired]="true") THEN [Chat ID] ENDIF |
| % Chat inbound rate | The percentage of chats initiated by end-users from the total number of chats. | D_COUNT(Inbound chats)/D_COUNT(Chats) |
| % Chat miss rate | The percentage of chats missed from the total number of chats. | D_COUNT(Missed inbound chats)/D_COUNT(Chats) |
| Inbound chats - Daily average | The average number of inbound chats started each day. | D_COUNT(Inbound chats)/DCOUNT_VALUES([Chat started - Date]) |
| Outbound chats | The number of outbound chats initiated by agents. | IF ([Chat type - Unsorted]="Outbound") THEN [Chat ID] ENDIF |
| Completed outbound chats | The number of outbound chats successfully completed by agents (excludes the agent dropped chats). The outbound chats are initiated by agents. | IF ([Chat type - Unsorted]="Outbound" AND [Chat completion]="Completed") THEN [Chat ID] ENDIF |
| Non-engaged outbound chats | The number of outbound chats that were started by an agent but didn't engage the visitor (end-user) to start the chat conversation. | IF ([Chat type - Unsorted]="Outbound" AND [Chat completion]="Not Engaged") THEN [Chat ID] ENDIF |
| Trigger fired outbound chats | The number of outbound chats on which the system trigger fired (was executed). The outbound chats are initiated by agents. | IF ([Chat type - Unsorted]="Outbound" AND [Chat trigger fired]="true") THEN [Chat ID]ENDIF |
| % Chat outbound rate | The percentage of chats initiated by agents from the total number of chats. | D_COUNT(Outbound chats)/D_COUNT(Chats) |
| Outbound chats - Daily average | The average number of outbound chats started each day. | D_COUNT(Outbound chats)/DCOUNT_VALUES([Chat started - Date]) |
| Good satisfaction chats | The number of chat sessions rated by the visitor as good. | IF ([Chat type - Unsorted]!="Offline Message" AND [Chat satisfaction rating]="Good") THEN [Chat ID] THEN [Chat ID] |
| Bad satisfaction chats | The number of chat sessions rated by the visitor as bad. | IF ([Chat type - Unsorted]!="Offline Message" AND [Chat satisfaction rating]="Bad") THEN [Chat ID] ENDIF |
| Rated satisfaction chats | The total number of chat sessions rated by the visitor as good or bad. | IF ([Chat type - Unsorted]!="Offline Message" AND [Chat satisfaction rating]!=NULL) THEN [Chat ID] ENDIF |
| % Chat satisfaction score | The percentage of chat sessions rated by the visitor as good from the total number of rated chats. | D_COUNT(Good satisfaction chats)/D_COUNT(Rated satisfaction chats) |
| % Chat satisfaction rated | The percentage of chat sessions rated by the visitor as good or bad from the total number of chats. | D_COUNT(Rated satisfaction chats)/D_COUNT(Chats) |
| Chat messages | The number of comments submitted during the chat session by the visitor or agent. | (Chat messages) |
| Chat agent messages | Refers to the number of comments entered by an agent during the Chat session. | (Chat agent messages) |
| Chat visitor messages | The number of comments submitted during the chat session by the visitor (end-user). | (Chat visitor messages) |
| Engagements | The number of chat engagements. During a chat session, end-user can interact with multiple agents. Each interaction is counted as a different engagement. | [Engagement ID] |
| Assignments | The number of engagements which were assigned to agents. During a chat session, end-user can interact with multiple agents. Each interaction is counted as different engagement. | IF ([Engagement assignment]!="Self-assigned") THEN [Engagement ID] ENDIF |
| Missed assignments | The number of engagements which were assigned to the agent but were missed (no agent reply). During a chat session, end-user can interact with multiple agents. Each interaction is counted as a different engagement. | IF ([Engagement assignment]="Assignment Missed") THEN [Engagement ID] ENDIF |
| Accepted assignments | The number of engagements which were assigned to an agent and accepted. During a chat session, end-user can interact with multiple agents. Each interaction is counted as a different engagement. | IF ([Engagement assignment]="Assignment Accepted") THEN [Engagement ID] ENDIF |
| Self-assignments | The number of engagements to which an agent assigned themselves. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. | IF ([Engagement assignment]="Self-assigned") THEN [Engagement ID] ENDIF |
| Skill fulfilments | The number of chat engagements that were served by the agent with the required set of skills. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. | IF ([Engagement skills fulfilled]="true") THEN [Engagement ID] ENDIF |
| Transfers | The number of chat engagements that were transferred to other departments or agents. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. | IF ([Chat started by]="Transfer") THEN [Engagement ID] ENDIF |
| % Assignment acceptance rate | The percentage of assignments which were assigned and accepted by an agent to the total number of agent assignments. | D_COUNT(Accepted assignments)/D_COUNT(Assignments) |
| Good satisfaction engagements | The number of chat engagements rated by the visitor as good. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. |
IF ([Engagement satisfaction rating]="Good") ENDIF |
| Bad satisfaction engagements | The number of chat engagements rated by the visitor as bad. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. |
IF ([Engagement satisfaction rating]="Bad") THEN [Engagement ID] ENDIF |
| Rated satisfaction engagements | The total number of chat engagements rated by the visitor as good or bad. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. |
IF ([Engagement satisfaction rating]!=NULL) THEN [Engagement ID] ENDIF |
| % Engagement satisfaction score | The percentage of chat engagements rated by the visitor as good from the total number of rated engagements. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. | D_COUNT(Good satisfaction engagements)/D_COUNT(Rated satisfaction engagements) |
| % Engagement satisfaction rated | The percentage of chat engagements rated by the visitor as good or bad from the total number of engagements. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. | D_COUNT(Rated satisfaction engagements)/D_COUNT(Engagements) |
| Engagement messages | The number of comments submitted during the chat engagement by the visitor or agent. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. | (Engagement messages) |
| Engagement agent messages | The number of comments submitted during the chat engagement by the agent. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. | (Engagement agent messages) |
| Engagement visitor messages | The number of comments submitted during the chat engagement by the visitor (end-user). During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. | (Engagement visitor messages) |
| Chat duration (sec) | The time duration from the first to the last chat message in seconds. | (Chat duration (sec)) |
| Chat first reply time (sec) | The time in seconds between the first visitor's comment and the first comment provided by agent during the chat. | (Chat first reply time (sec)) |
| Chat average reply time (sec) | The average time in seconds it took for agent to reply to visitor comments during the chat session. | (Chat average reply time (sec)) |
| Chat max reply time (sec) | The maximum time in seconds it took for agent to reply to visitor comments during the chat session. | (Chat max reply time (sec)) |
| Chat abandon time (sec) | The time in seconds from the visitors last unanswered comment to the visitor leaving the chat session. | (Chat abandon time (sec)) |
| Chat duration (min) | The time duration from the first to the last chat message in minutes. | VALUE(Chat duration (sec))*_cast_int_to_double(1)/60 |
| Chat first reply time (min) | The time in minutes between the first visitor's comment and the first comment provided by agent during the chat. | VALUE(Chat first reply time (sec))*_cast_int_to_double(1)/60 |
| Chat average reply time (min) | The average time in minutes it took for agent to reply to visitor comments during the chat session. | VALUE(Chat average reply time (sec))*_cast_int_to_double(1)/60 |
| Chat max reply time (min) | The maximum time in minutes it took for agent to reply to visitor comments during the chat session. | VALUE(Chat max reply time (sec))*_cast_int_to_double(1)/60 |
| Chat abandon time (min) | The time in minutes from the visitors last unanswered comment to the visitor leaving the chat session. | VALUE(Chat abandon time (sec))*_cast_int_to_double(1)/60 |
| Engagement duration (sec) | The time duration in seconds from the first to the last chat engagement message. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. | Engagement duration (sec) |
| Engagement first reply time (sec) | The time in seconds between the first visitor's comment and the first comment provided by an agent during the chat engagement session. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. | Engagement first reply time (sec) |
| Engagement average reply time (sec) | The average time it took for an agent to reply to a visitors comment during the chat engagement. | Engagement average reply time (sec) |
| Engagement max reply time (sec) | The maximum time it took for an agent to reply to a visitors comment during the chat engagement. | Engagement max reply time (sec) |
| Engagement duration (min) | The time duration in minutes from the first to the last chat engagement message. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. | VALUE(Engagement duration (sec))*_cast_int_to_double(1)/60 |
| Engagement first reply time (min) | The time in minutes between the first visitor's comment and the first comment provided by an agent during the chat engagement session. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. | VALUE(Engagement first reply time (sec))*_cast_int_to_double(1)/60 |
| Engagement average reply time (min) | The average time it took for an agent to reply to a visitors comment during the chat engagement. | VALUE(Engagement average reply time (sec))*_cast_int_to_double(1)/60 |
| Engagement max reply time (min) | The maximum time it took for an agent to reply to a visitors comment during the chat engagement. | VALUE(Engagement max reply time (sec))*_cast_int_to_double(1)/60 |
Zendesk Chat engagement attributes
This section lists and defines all the Zendesk Chat engagement attributes available. For information on the equivalent attributes in Insights, see Insights objects reference.
| Attribute | Definition |
|---|---|
| Chat ID | The system ID of the Chat session. |
| Chat type | The specific chat type being assigned depending on the way it was initiated. Refers to unsorted values of this attribute. |
| Chat started by | The way chat session was started. Who or what started the chat session? Values: Agent, Visitor and Trigger. |
| Chat completion | The specific status assigned depending on the way the chat session was completed. Values include Missed, Dropped, Completed, and Not Engaged. |
| Chat department | The department to which the Chat session was assigned. |
| Chat deleted | States if a Chat message was deleted. Can be True or False. |
| Chat satisfaction rating | The satisfaction rating that visitor left during or after the chat session. Values: Good, Bad or none. |
| Chat skills | Agent abilities necessary to serve the chat session. |
| Chat skills fulfilled | Parameter showing whether this chat was served by an agent with the required set of skills. Values: True or False. |
| Chat tags | The tags applied to a particular Chat session. |
| Chat trigger fired | Parameter showing whether a system trigger had fired (executed) during the chat session. Values: True or False. |
| Chat country | The country of the chat visitor. |
| Chat region | The province or state of the chat visitor. |
| Chat city | The city of the chat visitor. |
| Chat platform | The platform of device used by visitor to initiate chat. For example: iOS, Android, Windows. |
| Chat browser | The browser used by the visitor to initiate a chat session. For example: Google Chrome, Mozilla Firefox, Internet Explorer. |
| Engagement ID | The system ID of the chat engagement. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. |
| Engagement started by | The way chat engagement was started. Who or what initiated the chat engagement? During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.
Values: Agent, Visitor and Transfer. |
| Engagement assignment | Shows how the engagement was assigned to an agent. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.
Values: Self-assigned, Assignment Accepted, Assignment Missed |
| Engagement department | The department to which the chat engagement was assigned. Examples include Support, Sales, or Shipping. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement. |
| Engagement satisfaction rating | The satisfaction response that visitor left during or after the chat engagement. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.
Values: Good, Bad or none |
| Engagement skills | The Agent abilities necessary to serve the chat engagement. During a chat session, end-user can interact with multiple agents. Each interaction is counted as a different engagement. |
| Engagement skills fulfilled | Parameter showing whether this chat engagement was served by an agent with the required set of skills. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.
Values: True or False |
| Ticket ID | The Ticket ID associated with a call. |
| Ticket status | The status of the ticket associated with the call. |
| Ticket group | Name of the group where the ticket was assigned. |
| Ticket assignee | The user to whom the ticket is assigned. |
| Ticket brand | The brand of the ticket associated with the call. |
| Ticket channel | The channel a ticket was created from.
For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore. |
| Ticket form | Ticket form used on the ticket. |
| Ticket organization | The name of the organization associated with the ticket. |
| Ticket priority | The priority of the ticket. |
| Ticket problem ID | The IDs of problem tickets linked with an incident. |
| Ticket requester | The name of the user who requested the ticket. |
| Ticket satisfaction rating | The customer satisfaction rating. |
| Ticket subject | The subject name of the ticket. |
| Ticket type | The ticket type. |
| Sharing agreement inbound | Affiliated instances of Zendesk Support and companies who share tickets with current instance of Zendesk Support. |
| Sharing agreement outbound | Affiliated instances of Zendesk Support and companies tickets are shared with. |
| Agent name | The name of the agent associated with the chat. |
| Agent role | The role of the agent associated with the chat. |
| Agent ID | The ID of the agent associated with the chat. |
| Agent email | The email address of the agent associated with the chat. |
| Agent locale | The locale of the agent associated with the chat. |
| Agent status | The Zendesk status of the agent associated with the chat. |
| Agent tags | A list of tags associated with the agent for the chat. |
| Agent time zone | The user profile time zone of the agent serving the chat. |
| Chat messages brackets | Defined by the number of agent messages. The number of comments submitted during the chat session by the agent.
Values: 1-5, 5-10,10-20. |
| Chat agent messages brackets | The numeric ranges that split metrics into the predefined segments. In this case, the brackets are defined by the number of agent messages. Chat agent messages is the number of comments submitted during the chat session by the agent. Values: 1-5, 5-10,10-20. |
| Chat visitor messages brackets | Defined by the number of visitor (end-user) messages. Comments submitted during the chat session by the visitor.
Values: 1-5, 5-10,10-20. |
| Chat duration brackets | Defined by the Chat duration attribute. The time duration from the first to the last chat message. Calculated in seconds. Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min. |
| Chat first reply time brackets | Defined by the Chat first reply time attribute. The time in seconds between the first visitor's comment and the first comment provided by an agent.
Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min |
| Chat average reply time brackets | Defined by the Chat average reply time attribute. The average time it took for an agent to reply to visitor comments during the chat session.
Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min. |
| Chat max reply time brackets | Defined by the Chat max reply time attribute. The maximum time it took for an agent to reply to the visitor comments during the chat session.
Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min. |
| Chat abandon time brackets | Defined by the Chat max reply time attribute. The time from a visitors last unanswered comment to the visitor leaving the chat session. Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min. |
| Engagement messages brackets | The number of engagement messages. 'Chat Messages' is the number of comments submitted during the chat engagement. A chat session can consist of multiple engagements.
Values: 1-5, 5-10,10-20. |
| Engagement agent messages brackets | The number of visitor engagement messages. 'Chat Visitor Messages' are comments submitted during the chat engagement by the visitor. A chat session can consist of multiple engagements.
Values: 1-5, 5-10,10-20. |
| Engagement visitor messages brackets | The number of agent engagement messages. 'Chat Agent Messages' is the number of comments submitted during the chat engagement by the agent. A chat session can consist of multiple engagements.
Values: 1-5, 5-10,10-20. |
| Engagement duration brackets | The time duration in seconds from the first to the last engagement message. A chat session can consist of multiple engagements.
Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min. |
| Engagement first reply time brackets | The time between the first visitor's comment and the first comment provided by an agent during the engagement. A chat session can consist of multiple engagements.
Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min. |
| Engagement average reply time brackets | The average time it took for an agent to reply to visitor comments during the chat engagement. A chat session can consist of multiple engagements.
Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min. |
| Engagement max reply time brackets | The maximum time it took for an agent to reply to the visitor comments during the chat engagement. A chat session can consist of multiple engagements.
Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min. |
| Time - Chat started | A collection of attributes in different units that return when a chat started. |
| Time - Chat last updated | A collection of attributes in different units that return when a chat was last updated. |
| Time - Engagement started | A collection of attributes in different units that return when chat engagement started. |
| Time - Ticket created | A collection of attributes in different units that return when the ticket associated with the chat was created. |
| Time - Ticket solved | A collection of attributes in different units that return when the ticket associated with the chat was solved. |
| Time - Ticket last updated | A collection of attributes in different units that return when the ticket associated with the chat was last updated. |
10 Comments
I was informed that the Chat dataset is not available yet in Explore. Is this an account specific issue or has it not been added to Explore yet?
Hi Marty -
It has not been added yet, but is coming soon. You may be interested to read through the October Updates to Zendesk Explore for additional details.
Hey Marty -
Wanted to let you know that our team has finished rolling out the Chat dashboard. You can access it now in your account. Please let us know if you run into any issues.
Cheers,
Andrew
I am not seeing Chat Conversion in Explore. Do you know when this type of reporting will be added to the Chat Dashboard or at least be available for a custom query?
Our Explore Product team is looking at expanding the Chat dataset this year to add more metrics and attributes, but we do not yet have a firm ETA on when this will happen and what will be included in the next round of updates.
You can keep up to date on our product announcements by following this section of our Explore help center.
https://explore.zendesk.com/hc/en-us/categories/204560768-Product-updates
Unlike phone calls, our agents can be working multiple chats at the same time. Is there a way to report how many simultaneous chats are being answered by an agent or can I report their average?
Hello Kelly,
We don't import this type of data into Explore so there isn't really going to be a way to report on it there. You can view agent activity by the hour in Chat Analytics and download a CSV of that data; or you can use the Real Time Chat API to pull this data and report on it externally. I'm sorry we don't have an easier way to do this at the moment! This is a great idea though and I'm sure a lot of other people would find this data helpful. If you're interested you might consider posting this request in our Explore Product Feedback forum.
Thank you Gretchen.
I see there is an option for Non-engaged outbound chats. Is it possible to run a report for Non-engaged outbound triggers?
Hey Justin!
Unfortunately trigger data isn't imported to Explore so it wouldn't be possible to report on it. You can see more trigger activity in the Chat Analytics and download a CSV of that data.
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