This article describes the basics of the Explore reporting options for all messaging channels in the Zendesk Agent Workspace. This includes web, mobile, and social messaging channels.
For more information about messaging, see About messaging.
About messaging reports
Zendesk features several prebuilt dashboards for reporting on messaging, each of which can be further customized. The table below summarizes the available messaging reporting options.
| Prebuilt dashboard | What it shows | Example metrics | How to customize the reports |
| Zendesk Messaging dashboard | Displays data about your Zendesk messaging tickets. See Overview of the Zendesk Messaging dashboard. |
|
If you have Explore Professional, you can also create your own reports using the same dataset that powers this dashboard. See Metrics and attributes for Zendesk messaging. |
| Explore live dashboard |
Displays near-real-time information about your Zendesk products. See Overview of the Explore live dashboard. From this dashboard, you can also drill in to see the specific messaging tickets that agents are working on. |
Note: On the live dashboard, messaging metrics don't
include data from social messaging channels, such as WhatsApp, Facebook
Messenger, and Twilio SMS.
|
If you have Explore Enterprise, you can also add live data widgets to dashboards. See Live data widgets for Explore dashboards for a list of messaging-specific widgets. |
| Zendesk Support dashboard |
Displays your Zendesk Support data, which you can filter by messaging channel. See Overview of the Zendesk Support dashboard. |
Note: On this dashboard, metrics such as Unreplied
tickets, % One-touch, Two-touch solves, Comments (all user types), and Agent
updates consider only email replies on the ticket.
|
If you have Explore Professional, you can also create your own reports using the same datasets that power this dashboard. See Metrics and attributes for Zendesk Support. |
21 Comments
Messaging Reports are so bad, especially compared to Zendesk Chat
1. At any time, like out of Schedule, the request chat will be assigned to Agents: So bad. It should be like Zendesk Chat. When out of Schedule, if the customer wants to request Agent Staff service, we only should let him leave messages and email account or hotline number.
2. No first reply time and average reply time: So bad. In Zendesk Chat, we can get the first reply time and average reply time. Why do we need this data? It is a very important KPI for us to evaluate the service quality
3. No Attachment feature: So bad. Zendesk Chat supports to send attachments. However, it is unsupported by Messaging. I think we should provide this option when agent staff starts to serve customers
4. Request Personal Info when customers requesting Service Staff: Sometimes, customers will leave due to some reasons like the poor network. If the customer can leave their personal info like Email account, we can follow up even though the chat is missed.
So bad!!!
I feel like the last section is missing some steps. So you have the Dashboard open, now what do you actually do to see the reporting for Messaging? No tabs are called Messaging in the image below.
Hi CJ, fair point! The screenshot shows this, but we should include it in the text instructions as well – select Messaging from the Ticket Channel dashboard filter dropdown.
Actually, Dave, the screenshot doesn't. The screenshot pretty specifically shows a dropdown where we can see Messaging is not even an option, so maybe you want to fix that too.
Thanks,CJ Johnson!
Actually this article applies to all types of messaging (social messaging and Zendesk Messaging). We updated the article to include selecting a messaging type from the drop-down and added Zendesk Messaging as an option.
@... Shoot! That'll teach me not to zoom in on a screenshot that looks vaguely enough to what I see when I go to the product. Thanks again.
How can you measure agent activity for Instagram & WhatsApp? We haven't fully migrated to Message yet, so we still see public comments for Emails, FB & Twitter. We can see chat activity for agents on LC, however we can see any activity for Insta or WhatsApp?
Can anyone help?
post-CJ's comment now the screenshot included has been 'shooped to include messaging but looks like an obvious edit. Gave me a good chuckle.
But in seriousness, any plans to produce a messaging data set for explore? We're most interested in an average handle time for messaging. (Which is weird to say of ever-green chat but we still need to evaluate the humans fielding those interactions)
Adding metrics for Messaging is indeed on the roadmap – the following thread is the best place to follow for updates: Limitations for Messaging reporting in Agent workspace
Thank you for writing in.
Claire, historical reporting for Instagram DM and WhatsApp can be found under the Support dataset or Support dashboard in Explore, filter by the channel name.
Orville, we do have plans to introduce messaging specific dataset.
We will continuously iterate on it. Feel free to use this thread or Limitations for Messaging reporting in Agent workspace to provide feedback.
Hi Prakruti Hindia, Do we have an ETA when the messaging dataset will be live?
Wait -- to be clear, we can't get time to first response for chats? that seems... super silly for a company of this size
Messaging dataset is planned for rollout in Q3. I will share more closer to the rollout timeline.
Mark, I am also keen to hear about your expectations from the messaging dataset - problems you are hoping it will solve.
First Reply Time for messaging channels can be found under Explore > Support dashboard and Ticket dataset, filter by the specific messaging channel. I will get the article updated.
- Prakruti
Hi Prakruti Hindia. Long time no see 😊. Can we expect the "First reply time" metric for Messaging channels in seconds, not just minutes and hours?
Hey Slava,
It's been a long time. :) Hope you and your team are doing well.
We are working on introducing First Reply Time in seconds in Explore. Currently, it is available via Incremental Ticket API. It was part of our recent update. My colleague, Mei-e, will share more information about it on this thread.
- Prakruti
Hi Slava,
We are working on releasing FRT seconds on explore my current estimate would be end June but i will update again if there are changes
Meanwhile as Prakruti mentioned, you can fetch that information from either the incremental api or the ticket metric api
We rolled it out for all accounts on 14 April 2022 so the data should start showing from then.
Do let me know if you have further questions!
Cheers,
Mei-E
Hi Mei-E Loh great news, thanks. We're waiting for messaging dataset as well 🙏
Prakruti Hindia Mei-E Loh I have one more question. Can we have such a metric as "first assignment time to first reply time"? I do not see in Explorer as a pre-built metric.
Hi Slava,
First Assignment to First Reply Time can be computed in the Ticket dataset by creating a custom query with the formula First Reply Time - First Assignment Time.
Having said that, we will have this metric pre-computed as part of the upcoming messaging dataset.
- Prakruti
Hello, what is a planned release date for this topic?
>>Having said that, we will have this metric pre-computed as part of the upcoming messaging dataset.
Hi everyone,
Thank you for your patience. We are excited to announce the launch of messaging dataset and pre-built dashboard in Explore.
There are articles on messaging dataset and pre-built dashboard which provide more information. It includes metrics which have been discussed in this thread, such as First Reply Time, Average Reply Time, Assignment to First Reply.
- Prakruti
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