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Analyzing your Chat activity



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Lisa Kelly

Zendesk Documentation Team

Edited Jun 21, 2024


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20 comments

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. 

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Hey @...
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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Hi there, one additional question: Is the waiting time part of the average chat duration or does the calculation for the chat duration only start once the agent joins the chat? 

 

Thanks in advance.

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Hello @...,

Please note that the chat duration is the time duration from the first to the last chat message.
Including the one, the end-user sends first, and yes, that would include the waiting time.

For more info:

Metrics and attributes for Zendesk Chat

Hope this clarifies it!

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The agent name filter seems to cut off in the mid "S" range. I have a user further down this list that needs to be shown. Is there a maximum number of users that the Agent Name filter can show?

 

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Can someone confirm that the

  • Chats: The total number of chats during the selected date range.

does not include the missed chats?

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Christine

Zendesk Engineering

Hey Anton,

The Chat tab displayed in the default Chat Dashboard in Explore includes both completed and missed chats.

Hope this helps. 

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Hi all!

Can you provide an explanation of how average chat concurrency is calculated?  It seems incredibly low, both in our org but also in the screenshot examples above.  When I've worked with systems that provided a chat concurrency metric in the past, it was based solely on times that agents were actively engaged in a chat, so concurrency could never be below 1 and the target was 1.5. 

With all of our agents at 0.5 or lower, I'm assuming Zendesk calculates it differently.

 

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Dane

Zendesk Engineering

Hi Nate,
 
Chat concurrency is measured by the number of active chats per hour. More information can be found in Chat Concurrency dataset. If you are seeing any discrepancy with the data, please contact support directly and we'll be glad to help.

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  • Wait time average: The average time from the start of the chat session until an agent replied, or the visitor left the chat.


    If anyone else is wondering why they are seeing impossible numbers come out  Chat Wait Time, this is because that definition is not actually what is being shown. It measures the time from the start of the chat session until an agent replied, or the last message a visitor made to when they left.  


    I would love to see this metric updated to work, it's really disheartening to have to tell your team that we cannot use the reporting on the prebuilt Dashboards because they are returning misleading numbers. 

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Dane

Zendesk Engineering

Hi CJ,
 
I fully understand your feedback on this one. Such feedback allows us to further improve our product. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that improvement. 

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Hello, im using this dashboard to view data from our chats. One thing i dont understand is a high percentage of Non-completed chats (almost to 30%). When i go into chat and into the history  and i select dropped , there are many chats where our agent joined the chat, and also had a conversation , and then the chat requester ended the chat (left), so to me this should be complete chat. (example https://accoladeservices2.zendesk.com/chat/transcripts/2206.9146939.T863ptqBth1aG).

 

Can you explain to me why these chats are counted as incomplete?

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I would also like to create a custom report, which will show percantage of chats based on wait time average. For instance , to show percentage of chats under 60s, then 60-120 and anything over. Can someone help me achieve this? Thank you

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Dane

Zendesk Engineering

Hi Viktor,
 
You can check this recipe we have. Explore recipe: Reporting chat first reply time by brackets. Feel free to modify it depending on your use case. 
 
Regarding your first concern, I have created a ticket for you to investigate further. Please wait for my update via email and let's continue from there.

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Same concern as Viktor's. It seems Zendesk counts the chat as incomplete if the last message on the thread is the customer's. Can you confirm?

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Leslie Junio Yep, that's correct. If the last message in a chat is from the customer, it's not a "completed" chat. I ended up writing custom formulas with custom value returns because this language was so confusing and misleading to supervisors.  You should also be aware that the chat wait time metric doesn't work at all. https://support.zendesk.com/hc/en-us/articles/4409149177242/comments/4409149407514

The chat concurrency dataset has been non-functional since launch with no updates as well, all reporting via the "Chat platform" reporting is broken and for two full years Zendesk has promised that agents status data is coming to explore "next quarter". Good luck with your chat reporting. 


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Thank you CJ Johnson!

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Hi,

Is it possible to see the number of chats where the agent had the last reply vs the customer?

 

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Sydney Neubauer

Zendesk Luminary

Is it possible to see chats for multiple departments? I can see the option for either looking at a single department or All but not for multiple departments.

I don't think this is an option unless I am not seeing it. Is anyone using a reporting tool that has that capability as Zendesk does not offer it?

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Sabra

Zendesk Customer Care

Hey Joe! It is not possible to see that metric at this time on with our Explore Chat dataset. If this is something that you need and would like to see, I encourage you to create a new post in the Explore Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions.

Sydney Neubauer It sounds like you are looking at the Analytics tab in the Chat product, which allows you to only select one or all departments. This article is referencing the Chat dashboard in Explore which allows you to select multiple departments.

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