Metrics and attributes for Zendesk Chat

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32 Comments

  • Marty Whitby

    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?

    1
  • Nicole S. - Community Manager
    Zendesk Community Team

    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.

    0
  • Andrew Forbes

    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

    0
  • Jamie Noell

    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?

    1
  • Patrick Bosmans
    Zendesk Customer Advocate

    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

    0
  • Kelly Johnson

    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?  

    2
  • Gretchen Ladd

    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.  

    1
  • Kelly Johnson

    Thank you Gretchen.

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  • Justin Fain

    I see there is an option for Non-engaged outbound chats.  Is it possible to run a report for Non-engaged outbound triggers?

    0
  • Molly

    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

    0
  • Brad Taylor

    Is there a way to track agent 'online duration' not necessarily engaged time but available and online so we can track productivity? 

    I do not see it nor do i see how to create it myself 

    in insights its just a metric thats tracked. 'online duration'

    or do i pull this from another dataset?

    3
  • Brett - Community Manager
    Zendesk Community Team

    Hey Brad,

    At this time there's no way for Explore to track session-based data. Our Explore team is looking into adding additional Chat and Talk metrics so I'll be sure to pass this feedback along to them.

    Cheers!

    1
  • John

    Just adding in that I also would find this useful. Specifically, I'd like to see the amount of time an Agent spends Online / Away / Invisible for Chats on any given day.

    3
  • Kristy Howell

    Hi, 

    Is there a way of gauging how often an agent is only serving one customer as a percentage?

    e.g 30% of the time the agent is available they are only serving one customer

    Thanks

    2
  • Soporte SD

    I'm trying to make a report based on the chat tags, but I can't break it down by visitor's name. Is there any way I can calculate this attribute?

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hi Soporte SD,

    I noticed this is your first post so I wanted to welcome you to the Zendesk community forum :)

    Regarding your question, there's no built in attribute for visitors name within the Chat dataset. Are these chat conversations generating tickets in your account? If so, you can use the Ticket Requester attribute instead to pull this information.

    Let me know if you have any other questions!

    0
  • Devan - Community Manager
    Zendesk Community Team

    On Wednesday, April 8, from 8:00am-10:00pm CDT, we'll have a special guest team of experts on hand to answer your questions about Explore: Reporting & Insights Migration in your Zendesk Explore instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 8th, so if you've got something you want our experts to look at, post it today!

    0
  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Is it now, or will it eventually, be possible to report on Chat Goal Attributions (aka Conversion Tracking)?

    0
  • Erika Camille Sundian
    Zendesk Community Team

    Hi Jacob,

    After some digging you will be able to distinguish which conversions were influenced by a chat. This allows you to attribute conversions to specific chats. For more information on this topic, check out our Measuring business goals with conversion tracking.

    Also, I believe that Google Analytics would allow for more granular reporting though i'm not sure it'll provide you all the information you're looking for. Still if you'd like to explore this, you can find more information here: Tracking goals and conversions with Google Analytics and Using Google Analytics with Zendesk Chat

    I hope that information helps but let me know if you have any other questions or concerns. :)

    1
  • Jay McCormack

    I'd also like to put my "vote" behind statistics tracking the online and available time for agents. These are vital stats to measure not only an individual agent's effectiveness but also to identify trends.

    0
  • Maurice Melvin Asuncion

    Where and how do I get the number of assigned chats to an agent?

    it is very user unfriendly not to have this immediately available in the chat analytics dashboard

    Accepted Chats / Assigned Chats = Acceptance Rate 
    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Maurice Melvin Asuncion,

    I would recommend using the following dataset to get the number of assigned chats to a specific agent. 

    Best regards. 

    1
  • Taylor Wilson

    Sometimes we have customers that start a chat, send a message and then end a chat before we get a chance to respond. This impacts our SLA calculations.

    I can't seem to find an attribute for "Chat Ended Timestamp". If I had this I could do a simple calculation to see how long the chat was open for.

    I've looked at metric Chat duration but that is the calculation I need, as described above with "Chat Ended Timestamp"

    Is there another way you can think of that would allow me to identify these types of chats?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Taylor Wilson,

    I would recommend using the following for what you are trying to accomplish. Assuming your agents are not ignoring any chats, this would be the easiest way to achieve this natively. 

    Missed inbound chats The number of inbound chat sessions where the visitor ends the chat without an agent response. The inbound chat sessions are initiated by visitors (end-users). IF ([Chat type - Unsorted]="Inbound" AND [Chat completion]="Missed") THEN [Chat ID] ENDIF

    Best regards. 

    0
  • Taylor Wilson

    Devan - Community Manager thanks for your response. Here is the dilemma...we have instances where we miss chats and would record that as an SLA breach. We also have customers starting and ending chat before we get a chance to reply within our SLA first reply time frame.

    Correct me if I'm wrong but It seems to me that this "Missed inbound chats" metric would count both of the above scenarios i.e. I wouldn't be able to differentiate between the 2 scenarios 

     

    2
  • Taylor Wilson

    Devan - Community Manager just following up on my most recent comment above to see if you have any insight on how to differentiate between the 2 scenarios in the data?

    1
  • Maurice Melvin Asuncion

    Thank you for your response, Devan - Community Manager, so this has to be arranged from Explore and won't readily be visible from the chat analytics?

    0
  • Brett - Community Manager
    Zendesk Community Team

    @Maurice, if you're viewing the Chat Analytics dashboard then you should see an Agent Reports tab towards the top left of the dashboard. Once you select this tab, you can then select the Individual Profile tab at the center of the page to see how many chats were served by agent. If that's not what you're looking for then the Chat dataset in Explore will be your best option.

    @Taylor you are correct and both would be considered a missed chat if there was no response sent out to the visitor. I wasn't able to track down a way to differentiate between these two scenarios unfortunately.

    Let us know if you have any other questions!

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  • Taylor Wilson

    Brett - Community Manager thanks for the reply. I feel like my situation could potentially be solved by a solution that should already be made available and surprised it's not. Similar to metric "Chat started - Timestamp", I need "Chat ended - Timestamp". Where can I make this feature request?

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Taylor,

    Thanks for taking the time to share this with us! You can create a feedback request here: Feedback on Explore

    Let me know if you have any other questions!

    0

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