Analyzing your Chat activity in Zendesk Support

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7 Comments

  • Sebastian Kochanowski
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    Hi, I'm on the Enterprise mode and can't see Chat Tab in the Insights - View Only, why?

     

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  • Shashank Johri
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    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

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  • Mojtaba Rafizade
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    Very good

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  • Scott Hargis
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    How can I monitor if my agents consistently sign-in to Chat? Is there a pre-defined report for this?

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  • Brett - Community Manager
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    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 :)

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  • Scott Hargis
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    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? 

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  • Brett - Community Manager
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    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?

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