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
- In Explore, click the reports () icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Chat > Chat - Engagement, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Chats > Chats, then click Apply.
- 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.
- 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 - 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. - In the Metrics panel, click Add.
- 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.
- Now, add the percentage detail using a Result metric calculation. From the Result manipulation () menu, click Result metric calculation.
- On the Result metric calculation page, click Add a new metric.
- In the name field, enter the name of your metric.
- 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)
- When you are finished, click + Add to add the calculation.
- 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.
- 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.