Analyzing your Chat activity

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11 Comments

  • Sebastian Kochanowski

    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

    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

    Very good

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  • Scott Hargis

    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 Bowser
    Zendesk Community Team

    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

    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 Bowser
    Zendesk Community Team

    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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  • Sophie Harris

    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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  • Matt
    Zendesk Customer Advocate

    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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  • Eva-Marie Pickert

    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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  • JJ
    Zendesk Customer Advocate

    Hello Eva-Marie Pickert,

    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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