Explore recipe: Percentage satisfaction score based on agent replies

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  • Jeff

    What does zero means on the last image table for Agent replies brackets?

  • Brett Bowser
    Zendesk Community Team

    Hey Jeff,

    In some cases a ticket may automatically be solved out without an agent replying to the ticket. The 0 will take into account those tickets.

    Let me know if you have any other questions!

  • Lauren Williams

    Is there any way to do this for chat tickets, but focused solely on the chat conversation itself?

  • Christophe
    Zendesk Customer Advocate

    Hi Lauren,

    Chat goal is currently not part of the Zendesk Chat dataset, so we cannot report this directly in Explore. You can find all the metrics and attributes for chats in this article: Metrics and attribute for Zendesk Chat.

    However, you can attribute conversion to specifics chats. For more information on this topic, check out our Measuring business goals with conversion tracking.

    There is also the option of using Google Analytics to report on chat conversion. You can find more information here: Tracking goals and conversions with Google Analytics and Using Google Analytics with Zendesk Chat.

    I hope this helps!


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