Metrics and attributes for Zendesk Chat

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36 Comments

  • Jordan Keyso

    Hi, we are trying to track chats from the same user. In Zendesk Chat, if you export from the History tab, you get a column titled "visitor_id". Is it possible to get this field in Explore reporting? We are trying to find anything that ties a user to all of the other chats they have engaged with us across multiple departments, days, etc. Is there some way we can do this? Explore reporting for chat does not seem to have an email or ID that is the same for all chats a person has ever sent to us. Thanks!

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  • Elissa
    Zendesk Community Team

    Hello Jordan Keyso

     

    I was surprised to see you are right! There really is no metric for Visitor or Visitor ID or anything like that! So first, this is an excellent candidate for product feedback if you'd like to post here: Feedback on Chat.

    Second, if you have your chats set up to create tickets in Support, you can use the "ticket requester" attribute in the same way you would use a visitor attribute.

    I hope that helps!

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  • Alison Cook

    Hello,

    Is there an update on when the Agent status will be available i.e. How long were agents in invisible, away and/or ready? We'd like to most specifically know the average # of chats served/time in ready. The Avg daily Chat does not allow this because if an agent only works 4 days/week then their chat numbers look very low. Thank you!

    Alison Cook

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  • Mani Berenji

    We need "abandoned" chats to be part of the standard reporting metrics. 
    I'm defining abandoned chats as :

    1. Chat was started by a customer
    2. Customer left the chat session before connecting with an agent

    Missed chats won't work because it counts chats that were connected to an agent, where the agent never replied.

    The reason missed chats won't work is because it introduces 2 causes for the customer leaving instead of just focusing on if the customer left because they didn't get assigned an agent.

     

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  • Tim Humangit

    Hi, I'm getting different CSAT results if I look at Chat departments vs. Engagement Departments. Any reason why that's the case?

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  • Elissa
    Zendesk Community Team

    Hi Tim Humangit

    Chats and Engagements are a little different. Sometimes a single chat can be made up of multiple engagements. You can learn a bit more about how that all works in this article: What is an Engagement in Chat?

    I hope that helps!

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