Metrics and attributes for Zendesk Chat

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17 Comments

  • Marty Whitby
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    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?

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  • Nicole - Community Manager
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    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.

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  • Andrew Forbes
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    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

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  • Jamie Noell
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    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?

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  • Patrick Bosmans
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    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

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  • Kelly Johnson
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    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?  

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  • Gretchen Ladd
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    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.  

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  • Kelly Johnson
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    Thank you Gretchen.

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

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  • Molly
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    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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  • Brad Taylor
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    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?

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  • Brett - Community Manager
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    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!

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  • John
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    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.

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  • Kristy Howell
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    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

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  • Soporte SD
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    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?

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  • Brett - Community Manager
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    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!

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  • Devan
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    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!

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