Using the Weekly Analytics report (Professional and Enterprise)

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16 Comments

  • Marylou Scott-Smith
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    Nora, where do I find this report?

    1
  • Jacob J Christensen
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    Hello Marylou,

    You enable reports from the Settings > Personal > Email reports page in Zendesk Chat.

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  • Glen
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    If any specific user is visiting my webpage repeatedly, say 10 times per day, will that "10 visit" from same user be counted under "Page Views" or "Total Visits" or "Unique Visitors"?

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  • Adrian Saunders
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    What would you say is an "acceptable" number for chats dropped, proportionally vs completed?

    The glossary defines "dropped" this way "The number of chats which end with an unanswered visitor message" so is it reasonable to think that if our team are doing their job as best they can, then there should not be any dropped? Wouldn't it be normal to aim for every visitor message to be answered?

    I'm trying to understand how hard i should push my team and where the targets can realistically be set. 

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  • Jacob J Christensen
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    Hi Adrian,

    That's a really good question, and not an easy one to answer, especially since Dropped usually means the visitor simply answered "you too" to the agent's farewell greeting. It is not necessarily a sign that the agent is inattentive.

    I don't think it is a good metric for measuring agent or team quality, since as I see it, the customer in most cases has not had the experience of being "dropped" - it is just a case of bad agent/visitor timing. And maybe also limitations in the agent interface.

    If you see chats being dropped, where the visitor is having a bad experience I can see pursuing a lowering of the dropped percentage, but I would rather focus on Customer Satisfaction and Response time / Wait time improvements in most cases.

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  • Arianna Rotem
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    Hi,

    How can I view the average (also Max and Min) number of Concurrent chats for an Agent?

    can it be added to this report or viewed in another?

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  • Ramin Shokrizadeh
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    You can look at the Agent Reports in Analytics to see acceptance and chats completed by each hour for a specific day. You can learn more here: https://chat.zendesk.com/hc/en-us/articles/212016698-Monitoring-chat-activity-with-Analytics#topic_ndt_4jw_kr

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  • Rudolph
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    I'd like to request that the ability to edit this report. Overall, it's super useful, but metrics like "Completed" and "Dropped" aren't useful for the reasons Jacob described above. I've found they only cause confusion and tend to drive bad behavior of the agent feeling forced to get the last word.

    I train my agents to ignore these metrics and do what feels best for the user in terms of replying. However, I'd prefer to remove them from the report if at all possible.

    Thanks for considering!

    -Rudolph

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  • Pedro Rodrigues
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    +1

    This wording causes considerable confusion especially in Spanish, where it's been translated as "Completados" (completed) vs "Abandonados" (abandoned).

    Logically, support leaders and others imagine the worst of these metrics. That is, it's difficult for them to imagine that it only means who had the last word, regardless of the customer issue being resolved. What they read is "we only managed to complete % of chats, we must be doing a terrible job!"

    ---

    Btw some content is missing in ES, for example in https://support.zendesk.com/hc/en-us/articles/360022367693 (if you change to /es/ it redirects you back to en-US)

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  • Brett - Community Manager
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    Thanks for sharing your feedback Pedro!

    Regarding your last point, I wasn't able to replicate this on my end. Can you see if you this will take you to the appropriate language of the article?

    Let me know!

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  • Pedro Rodrigues
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    Hi Brett, that's the URL I was using, unfortunately it doesn't: https://cl.ly/ddd55026d597

    If I try to access that URL (or https://support.zendesk.com/hc/es/articles/360022367873) in incognito/private mode, it asks me to sign in. Perhaps it's something related to the article's permissions?

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  • Brett - Community Manager
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    Thanks again Pedro.

    I ran this by our documentation team and they have now fixed the issue.

    Can you confirm on your end?

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  • Pedro Rodrigues
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    Confirmed. Gracias :-)

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  • Brett - Community Manager
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    Happy to help Pedro :)

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  • Fabio
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    Hi Brett,

    as an admin I like getting an overview of all the activity and metrics of chat. But is it possible for normal agents to get an email like that containing only their personal summary?

    In some of our Zendesk countries the workers council isn't happy about chat agents being able to see how well they do in comparison to others.

    Thanks!

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  • Brett - Community Manager
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    Hi Fabio,

    There wouldn't be a way to automatically schedule these individual agent reports to be emailed out within the Chat dashboard. You'd most likely need to create your own report using Insights or Explore.

    Once you create these reports you can schedule to have these reports emailed out as mentioned in the following articles:

    Delivering dashboards by email

    Sharing reports in Insights

    I hope this helps!

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