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In this Explore recipe, you'll learn how to create a report that reports the percentage of chats with a first reply time of under 30 seconds.

What you'll need

Skill level: Moderate

Time required: 20 minutes

  • Zendesk Explore Professional or Enterprise
  • Editor or Admin permissions (see Giving agents access to Explore)
  • A subscription to Zendesk Chat

Creating the report

To create the report

  1. In Explore, click the reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Chat > Chat - Engagement, then click Start report. The report builder opens.
  4. In the Metrics panel, click Add.
  5. From the list of metrics, choose Chats > Chats, then click Apply.
  6. Now, you'll create a custom Standard calculated metric to calculate the number of chats that were first responded to in under 30 seconds. From the Calculations () menu, click Standard calculated metric.
  7. On the Standard calculated metric page, enter or paste the the metric below into the Formula field:
    IF (VALUE(Engagement first reply time (sec)) <=30)
    THEN [Chat ID]
    ENDIF
  8. Name the metric, Chats first replied in under 30 secs, then click Save.  It will look like the screenshot below:

    Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.
  9. In the Metrics panel, click Add.
  10. Add the new metric from the Calculated metrics list. Ensure the metric aggregator is set to D_COUNT. For more information, see Choosing metric aggregators.
  11. Now, add the percentage detail using a Result metric calculation. From the Result manipulation () menu, click Result metric calculation.
  12. On the Result metric calculation page, click Add a new metric.
  13. In the name field, enter the name of your metric.
  14. Enter the formula below. You must select your metrics and functions from the drop-down next to Insert. 
    D_COUNT(Chats first replied in under 30 secs)/D_COUNT(Chats)
  15. When you are finished, click + Add to add the calculation.
  16. The final step is to edit the report to show the new calculation in a percentage format. From the Chart configuration () menu, click Display format.
  17. On the Display format page, change the calculation metric to display in %.

The report is now complete. See the screenshot below for an example.

You can use date attributes in this report if you would like to filter the results by a specific date range. Check out Editing dates and date ranges for more information.

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