Monitoring real-time chat metrics

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7 Comments

  • Aswin Kannan
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    It'd be great if the total number of chats served and missed for the current day is shown here.

    2
  • Brennan Valenzuela
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    Feature request to add the current running daily totals for Average Response Time and Average Wait Time Served.

    2
  • Chris Nicholson-Doyle
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    Where is Service Level? The most important call centre metric?

    0
  • Dennis Day
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    Hello,

    I am able to retrieve the current day's talk data via the API.  I currently gather this data each day and store it.  However, I do not see a way to do this for chat data.  Is there a way to gather this information for chats that I am not seeing?  For talk, it is the following endpoint in the API: https://company.zendesk.com/api/v2/channels/voice/stats/agents_activity.json

    I would love to see a similar endpoint for chats.  Perhaps https://company.zendesk.com/api/v2/channels/chat/stats/agents_activity.json

    0
  • Brett - Community Manager
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    Hey Dennis,

    The closest we have for Chat currently is located here: Chat API

    There's the streaming API which I've linked above for you.

    I hope this helps!

    0
  • Dennis Day
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    Hello Brett,

    Thanks for getting back to me.  Unfortunately, it does not help as I am not able to determine which agents are on chat using the the Chat API as it stands currently.  The streaming API will tell me how many agents are online at the moment but does not tell me whom.

    0
  • JISL
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    time is very limited, if i handling for 8 hour online , then this monitor should show my all 8 hour(until online) detail.

    why setting limit up to 30minute

    until agent is online , generate all result.

     

    1

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