Metrics and attributes for Zendesk Chat

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.

Chat Engagement dataset

The Chat Engagement dataset contains metrics and attributes that relate to your Chat engagement. This sections lists all the available elements for the dataset, and contains the following topics:

• Chat engagement dataset schema
• Chat engagement metrics
• Chat engagement attributes

Chat engagement dataset schema

Use this diagram to help you understand the elements of the Chat engagement dataset and their relationships.

Chat engagement metrics

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.

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, contact Zendesk Customer Support.

Table 1. Chat engagement metrics

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 wait time (sec)	The time from the end user's first comment to the end user leaving the chat session without getting a reply.	IF [Chat completion]="Missed" THEN VALUE(Chat no reply time (sec)) ELSE VALUE(Chat first reply time (sec)) ENDIF
Chat first reply time (sec)	The time in seconds between the customer joining the chat and the agent's first response.	(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 no reply time (sec)	The time in seconds from the visitors last unanswered comment to the visitor leaving the chat session.	(Chat no reply time (sec))
Chat missed no reply time (sec)	The time from the end user's first comment to the end user leaving the chat session without getting a reply.	IF [Chat completion]="Missed" THEN VALUE(Chat no reply time (sec)) ENDIF
Chat dropped no reply time (sec)	The time from the end user's last comment to the end user leaving the chat session without getting a reply.	IF [Chat completion]="Dropped" THEN VALUE(Chat no reply time (sec)) ENDIF
Chat duration (min)	The time duration from the first to the last chat message in minutes.	VALUE(Chat duration (sec))/60
Chat wait time (min)	The time from the end user's first comment to the end user leaving the chat session without getting a reply.	IF [Chat completion]="Missed" THEN VALUE(Chat no reply time (sec))/60 ELSE VALUE(Chat first reply time (sec))/60 ENDIF
Chat first reply time (min)	The time in minutes between the customer joining the chat and the agent's first response.	VALUE(Chat first reply time (sec))/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))/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))/60
Chat no reply time (min)	The time in seconds from the visitors last unanswered comment to the visitor leaving the chat session.	VALUE(Chat no reply time (sec))/60
Chat missed no reply time (min)	The time from the end user's first comment to the end user leaving the chat session without getting a reply.	IF [Chat completion]="Missed" THEN VALUE(Chat no reply time (sec))/60 ENDIF
Chat dropped no reply time (min)	The time from the end user's last comment to the end user leaving the chat session without getting a reply.	IF [Chat completion]="Dropped" THEN VALUE(Chat no reply time (sec))/60 ENDIF
Chat duration (hrs)	The time duration from the first to the last chat message in minutes.	VALUE(Chat duration (sec))/60/60
Chat wait time (hrs)	The time from the end user's first comment to the end user leaving the chat session without getting a reply.	IF [Chat completion]="Missed" THEN VALUE(Chat no reply time (sec))/60/60 ELSE VALUE(Chat first reply time (sec))/60/60 ENDIF
Chat first reply time (hrs)	The time in hours between the customer joining the chat and the agent's first response.	VALUE(Chat first reply time (sec))/60/60
Chat average reply time (hrs)	The average time in minutes it took for agent to reply to visitor comments during the chat session.	VALUE(Chat average reply time (sec))/60/60
Chat max reply time (hrs)	The maximum time in minutes it took for agent to reply to visitor comments during the chat session.	VALUE(Chat max reply time (sec))/60/60
Chat no reply time (hrs)	The time in seconds from the visitors last unanswered comment to the visitor leaving the chat session.	VALUE(Chat no reply time (sec))/60/60
Chat missed no reply time (hrs)	The time from the end user's first comment to the end user leaving the chat session without getting a reply.	IF [Chat completion]="Missed" THEN VALUE(Chat no reply time (sec))/60/60 ENDIF
Chat dropped no reply time (hrs)	The time from the end user's last comment to the end user leaving the chat session without getting a reply.	IF [Chat completion]="Dropped" THEN VALUE(Chat no reply time (sec))/60/60 ENDIF
Engagement duration (sec)	The time in seconds from the first agent message to the last agent 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 agent joining the chat and the agent's first response. 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 from the agent joining the chat to the agent's first response..	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 in minutes from the first agent message to the last agent 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))/60
Engagement first reply time (min)	The time in minutes between the agent joining the chat and the agent's first response. 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))/60
Engagement average reply time (min)	The average time it took between the agent joining the chat and the agent's first response..	VALUE(Engagement average reply time (sec))/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))/60
Engagement duration (hrs)	The time in hours from the first agent message to the last agent 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))/60/60
Engagement first reply time (hrs)	The time in minutes between the agent joining the chat and the agent's first response. 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))/60/60
Engagement average reply time (hrs)	The average time it took between the agent joining the chat and the agent's first response.	VALUE(Engagement average reply time (sec))/60/60
Engagement max reply time (hrs)	The maximum time it took for an agent to reply to a visitors comment during the chat engagement.	VALUE(Engagement max reply time (sec))/60/60

Chat engagement attributes

This section lists and defines all the Chat engagement attributes available.

Table 2. Chat engagement attributes

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 chat.
Ticket status	The status of the ticket associated with the chat.
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 chat.
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 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 wait time brackets	Defined by the Chat wait time. The time that the end-user was awaiting for the first agent's reply. 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 no reply 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 agent engagement messages. 'Chat Agent Messages' are 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 visitor messages brackets	The number of visitor engagement messages. 'Chat Visitor Messages' is the number of 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 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.