Monitoring real-time chat metrics

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16 Comments

  • Aswin Kannan

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

    2
  • Brennan Valenzuela

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

    2
  • Chris Nicholson-Doyle

    Where is Service Level? The most important call centre metric?

    0
  • Dennis Day

    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
    Zendesk Community Team

    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

    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

    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.

     

    2
  • Jahn Jerenz Bronilla

    Hello Team,

    Why does our Chat monitor does not display Real-Time numbers?

    Thanks!

    Jerenz

    1
  • Devan - Community Manager
    Zendesk Community Team

    Hello Jahn Jerenz Bronilla,

    The best way to accomplish this would be to use the Chat API. From there, you can  pull real-time agent metrics for your reporting needs. If you need any help with working through the API, I would highly recommend posting in our Developer Support forum.

    Best regards. 

    0
  • Aswin Kannan

    I'm SO SICK of "use the API" response from Zendesk. That is your go-to solution for literally every question on any suite of the products. Not everyone has the developer resources and bandwidth to build this from API. Why are we even paying for Zendesk if we have to do all the basic stuff?

    -1
  • Jahn Jerenz Bronilla

    Devan - Community Manager - but should the monitor in chat be real time? What's the sense of having the monitor when leaders and manager cannnot get the real time numbers? 

    I agree with Aswin Kannan that not everyone here has the developer resources.

    2
  • Brett - Community Manager
    Zendesk Community Team

    Hey Jahn,

    Just to clarify, the Monitor tab should give you real time numbers. As mentioned in the above article, the Real-Time Monitor dashboard displays a number of constantly-updated metrics.

    Are you noticing specific metrics that are not updating correctly on your end? Is there possibly just a delay with the metrics updating on your end?

    Any additional information you can provide is greatly appreciated.

    Let me know!

    0
  • Jahn Jerenz Bronilla

    @Brett - Apparently it does not show which consultant are next in line with the chat. Can you enlighten me if this is reallt the case?

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Jahn,

    Just to confirm, are you trying to find out which agent receives the chat next or which visitor is next to be assigned to an agent? I'm not sure if that's possible but I'm happy to check on this for you.

    Let me know!

    0
  • Jahn Jerenz Bronilla

    Hi @Brett,

    Is it possible if we can have the chat consultant queue on the monitor?

    Example:
    Agent 1 - 10mins waiting
    Agent 2 - 11mins waiting
    Agent 3 - 12mins waiting 

    Thanks
    Jerenz 

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Jahn,

    I did some digging on my end and it doesn't look like this is possible at this time. You can filter wait time by department but you won't be able to filter by agent in real time.

    Let me know if you have any other questions!

    0

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