Analyzing your Chat activity in Zendesk Support

Zendesk Explore features a pre-built dashboard to help you monitor your Chat activity using a Chat account integrated with Zendesk Support. The Chat dashboard can help you identify if Chat is solving your support requests, how quickly chats are completed, how satisfied users are with chat responses, and more.

Note: You can only use the Chat dashboard if your Chat account is linked to a Zendesk Support account. Standalone (Chat-only) accounts cannot use Explore.

You can edit and customize the Chat dashboard by cloning it (see Duplicating pre-built dashboards).

Tip: If you need something more complex, you can write your own reports using a wide range of metrics and attributes. For details, see Getting started creating queries.

The information on the dashboard updates on the following schedule:

• Explore Lite: Each day at midnight in the timezone of the account.
• Explore Professional: Once every hour. The update time is randomized within the hour.

In the following topics, you'll learn how to access the Chat dashboard and see the available reports:

• Accessing the Chat dashboard
• Understanding the Chat dashboard reports

Accessing the Chat dashboard

Use the following procedure to access the Chat dashboard.

To access the Chat dashboard

1. In Zendesk Support, open the product tray.
2. Click the Explore icon () .
3. In the list of dashboards, select the Zendesk Chat dashboard.

Understanding the Chat dashboard reports

This dashboard contains the following tabs. Click a section to find out more information:

• Chats tab
• Efficiency tab
• Satisfaction tab
• Agent activity tab

All reports in this dashboard use the Chat: Engagement dataset.

Chats tab

The Chats tab shows information about the Chat sessions made and received in your organization. You can filter each report by date, department, type, completion, and by who started the chat.

Chats tab headline metrics

This tab displays the following headline metrics (KPIs):

• Chats: The total number of chats during the selected date range.
• Non-completed chats: The number of chats that were dropped, or missed by agents.
• Completion rate: The percentage of total chats that were completed.
• Outbound rate: The percentage of chats that were initiated by an agent.
• Offline messages: The number of offline messages that were left when no agent was online.

Chats tab reports

This tab displays the following reports:

• Chats by hour: The percentage of chats each hour of the day for the date range you selected.

  

• Average chats by day of week: The average number of chats each day of the week for the date range you selected.

  

• Chats by date: The number of completed and not completed chats over the date range you selected.

  

• Chats by selected attribute (top 10): The percentage of chats for the selected attribute. You can choose from Chat department, country, and platform.

  

• Chats by date and selected attribute (top 10): The number of chats for the selected attribute. You can choose from Chat department, country, and platform.

  

• Chats by month/year: The number of chats per month for the year you select. You can overlay data from the past five years.

  

Efficiency tab

The Efficiency tab shows information that helps you gauge the efficiency of your agents while using Chat. You can filter each report by date, department, type, completion, and by who started the chat.

Efficiency tab headline metrics

This tab displays the following headline metrics (KPIs):

• Chat duration average: The average duration of all your chats in the chosen date range
• Wait time average: The average time from the start of the chat session until an agent replied, or the visitor left the chat.
• Reply time average: The average time between a visitor message and a subsequent agent reply.
• No reply time average: The average time between a visitors message going unanswered and the visitor leaving the chat.
• Agent messages average: The average number of messages submitted by an agent during the chat.

Efficiency tab reports

This tab displays the following reports:

• Chats by completion: Displays a pie chart showing the percentage of chats that were not engaged, missed, dropped, and completed.

  

• Chats by agent messages brackets: Displays a distribution of the number of agent messages in chats. For example, in the example below, 16 percent of chats had between 20 and 40 agent messages.

  

• Chat completion by date: Displays the number of chats that were completed, dropped or missed over the selected date range.

  

• Reply time averages by date: Displays the number of chats, and reply time statistics over the selected date range.

  

• Chat completion rates by month (12 months): Displays monthly rates for completed, missed and dropped calls over the selected date range.

  

Satisfaction tab

The Satisfaction tab shows information about customer satisfaction scores following a chat session. You can filter each report by date, department, type, completion, and by who started the chat.

Satisfaction tab headline metrics

This tab displays the following headline metrics (KPIs):

• Chat satisfaction score: The percentage of chat sessions rated as good from the total number of rated chats.
• Good satisfaction chats: The number of chats with a good rating.
• Bad satisfaction chats: The number of chats with a bad rating.
• Rated satisfaction chats: The total number of rated chats.
• Chat rated ratio: The percentage of chat sessions rated as good or bad from the total number of rated chats.

Satisfaction tab reports

This tab displays the following reports:

• Chat satisfaction score and rated chats by date: A graph showing rated chats and the percentage chat satisfaction score over the chosen date range.

  

• Chat satisfaction score by department (top 10 by volume): The top ten departments with the highest chat satisfaction score.

  

• Chat satisfaction score by country: The top ten countries with the highest chat satisfaction score.

  

• Chat satisfaction score and rated chats by month (12 months): A graph showing rated chats and the percentage chat satisfaction score on a month-by-month basis for the selected date range.

  

Agent activity tab

The Agent activity tab shows information about how often and how well your agents are engaging with customers by using Chat. You can filter each report by date, department, agent, who started the chat, and assignment.

Agent activity tab headline metrics

This tab displays the following headline metrics (KPIs):

• Engagements: The total number of chat engagements.
• Engagements per chat: The average number of messages submitted by the agent during a chat.
• Engagement reply time: The average time between visitor engagements and agent replies during a chat.
• Engagement duration: The average length of each chat.
• Engagement satisfaction: The percentage of chat engagements rated as good from the total number of rated chats.

Note: 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.

Agent activity tab reports

This tab displays the following reports:

• Engagement satisfaction score and average reply time: The percentage satisfaction and average reply time for chats by date.

  

• Agent activity: Detailed information about the use of Chat by each of your agents.