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.
You can edit and customize the Chat dashboard by cloning it (see Cloning Explore dashboards).
The information in Explore dashboards is updated on a schedule. The schedule depends on which Explore plan you are using. For details, see Data refresh intervals for Explore plans.
In the following topics, you'll learn how to access the Chat dashboard and see the available reports:
Accessing the Chat dashboard
Use the following procedure to access the Chat dashboard.
To access the Chat dashboard
- In Zendesk Support, open the product tray.
- Click the Explore icon (
) .
- 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:
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.
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.
9 Comments
Hi, I'm on the Enterprise mode and can't see Chat Tab in the Insights - View Only, why?
Hi Sebastian
We are gradually enabling the feature to all our customers. It will be available to you max by next week. Thanks for the patience.
Thanks
Shashank
Very good
How can I monitor if my agents consistently sign-in to Chat? Is there a pre-defined report for this?
Hey Scott,
If you're on Chat professional you should have access to pre-build Chat analytics as mentioned here: Monitoring chat activity with Analytics
On the All Agents tab, you can see the number of agents logged in versus various chat metrics. You can also find the appropriate agent metrics using the Chat API which I've linked for you as well.
Let me know if you have any other questions :)
Brett,
This looks like an additional cost. We only have Chat Team plan.
How can I check sign-in activity without upgrading my plan? There's really no way to monitor this behavior on a Team plan?
Hey Scott,
I double-checked with our Chat team and it looks like there's no way to track this outside of upgrading the plan.
Are you looking to track when agents log in or would it be beneficial to track how many chats they are handling?
Hi! Is there a way to filter the chat data by what page on your website the chat was started on? I'd like to build a report that shows me the tags (and therefore query topics) that customers are contacting us about, filtered by different parts of the site.
Hey Sophie Harris
Thanks for this question!
While there is currently no direct way of reporting on the URL where the chat originated, you could potentially create a workaround using Chat tags and chat triggers for this.
You can create a chat trigger that adds a unique chat tag, once the chat starts. Similar to this recipe but instead of using "set department" you choose the "add tag" action:
Recipe: Route a chat to a department based on the URL of the website
This unique tag will then allow you to create a report in Explore using the "Chat tags" attribute.
Please be aware that in order to do this workaround, you will require Explore Professional subscription to create a query.
I hope this helps and answers your question.
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