The Weekly Analytics Report contains an easy-to-review summary of the chats your agents have had over a one-week period. It's emailed to admins once a week.
The screenshot below is an example of how the Weekly Analytics Report might look:
This report includes the following statistics about your chats and group of agents:
- Page views: The number of page changes detected by the widget across the website.
- Total visits: A “Visit” is a single browsing session. If a visitor views another page on your site within 30 minutes of the last pageview it is counted as the same visit. If a visitor returns to your site after 30 minutes have passed since the last pageview then it is counted as a separate visit.
- Unique visitors: The number of people that visited your site over the selected time period. A person visiting the site multiple times during the time period is only counted once.
- Total chats: The number of chats initiated.
- Offline messages: The number of offline messages sent via widget during the time period.
- Chats completed: The number of chats which end with a reply from an agent.
- Chats dropped: The number of chats which end with an visitor message that remains unanswered by the agent.
- Chats missed: The number of chats where the agent does not answer the incoming chat request and the visitor subsequently leaves.
- Conversions: The total number of conversions (unattributed and attributed) recorded during the time period.
- Average wait time (Served): The average length of time for all chats an agent participated in.
- Average wait time (Missed): The average duration of chats that were not answered by an agent (from initiation by visitor to drop by visitor).
- Average resp time: The average time it takes for an agent to respond to messages in a chats.
- Average chat duration: The average total length of time for chat sessions. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
- Acceptance: The percentage of chats accepted by agents.
- Satisfaction: The average satisfaction rating by visitors.
The report also shows individual agents ranked by performance metrics, such as those with the most chats, shortest response times, or fewest dropped chats.
18 Comments
Nora, where do I find this report?
Hello Marylou,
You enable reports from the Settings > Personal > Email reports page in Zendesk Chat.
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"?
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.
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.
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?
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
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
+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!"
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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)
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!
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?
Thanks again Pedro.
I ran this by our documentation team and they have now fixed the issue.
Can you confirm on your end?
Confirmed. Gracias :-)
Happy to help Pedro :)
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!
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!
Do the pageviews, visits and/or unique visitors metrics track only sessions that occurred when the chat widget was available, or for the entire day?
For context, I'm trying to identify what percentage of site visitors who actually have the opportunity to chat do so.
Alternatively, could the report be filtered by time of day, or is there a query I could create to find this?
Hey Heidi,
I confirmed with our Chat team that this will be tracked upon page load when the Chat widget is present.
If you filter your report by the previous 24 hours, you can also filter hourly as shown in the screenshot below:
If you're using Explore, you may be able to create a query that can capture this information as well. Check out the available metrics and attributes in the Chat dataset here: Metrics and attributes for Zendesk Chat
Let me know if you have any other questions!
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