In this simple Explore recipe, you'll learn how you can use the Bubble pack chart type to give you a great visual indication of whereabouts in the world you are receiving Chat requests from.
What you'll need
Skill level: Easy
Time required: 5 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Zendesk Chat
Creating the query
To create the query
- In Explore, click the query icon (
) . - In the Queries library, click New query.
- On the Choose a dataset page, click Chat > Engagement > Chat: Engagement, then click New query. Query builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Chats > Chats. Explore displays the total number of chats.
- In the Columns panel, click Add.
- From the list of attributes, choose Chat visitor session > Chat country. Explore displays a table showing the number of chats for each country.
- From the Visualization type menu (
), choose the Bubble pack chart type.
- Make sure to give your query a name, and save it.
Your query is finished. You can change the colors and style of the bubble pack chart from the chart configuration menu (
).
7 Comments
Hi Rob,
That looks great! Can you do something similar for Support tickets?
Thanks,
Sarah
Hi Sarah,
You should be able to use the Ticket updates [default] data set to create a similar query for Support tickets. You'll need to use the metric 'Tickets created' and the attribute would be 'Update country'.
Hi Jessica,
Thank you, that's great!
I got a big bubble without any country - do you have any idea why this could be? Or shall I write to support?
Thanks,
Sarah
Hi Sarah,
I did a quick check on this, and the reason that some ticket updates won't include the country would be because in some cases Zendesk wouldn't be able to identify the country the update came from based on the channel being used.
For example, in email tickets there is no way to identify the country the email was sent from. Updates via the web-widget or ticket form however would include some browser information including the location. The Zendesk system updates such as automations would also not include a country.
Thanks for checking, Jessica!
Can I use something similar to understand what page on our website chats are initiated from?
Hi Danie,
The page that a chat was initiated from is not data that is available in the Chat dataset per the documentation here.
I did come up with an idea for you on how you could track this however. You could setup triggers to tag chats based on which page the chat was initiated from, and then create a query based on the tags.
Let us know how you go with this.
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