Explore recipe: Chat volume year over year

In this Explore recipe, you'll learn how to create a report that shows the number of chat engagements your agents are having per week, year over year. 

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)
• Ticket data in Zendesk Support

Creating the report

To create the report

1. In Zendesk 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. Now, create Date range calculated metrics to count the number chats per year. Click Calculations (), and then click Date range calculated metric.
   
5. You'll need to create two metrics, each one is listed below with a screenshot for reference. Note that you will need to scroll down on the Simple tab to see the yearly filtering options
   
   Chats last year
   - Original metric: Chats
   - Defined on: Engagement
   - Date range: Simple - last year
   
   Chats this year
   - Original metric: Chats
   - Defined on: Engagement
   - Date range: Simple - this year 
   
   Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.
6. In the Metrics panel, click Add.
7. From the list of metrics, expand Calculated metrics, click the custom metrics you created, Chats last year and Chats this year, then click Apply.
8. Ensure the metric aggregators for your custom metrics are set to COUNT. For more information, see Choosing metric aggregators.
9. In the Columns panel, click Add.
10. In the attributes list expand Time - Engagement started, click Engagement - Week of year, then click Apply.
11. Click Visualization type (), then select Line.
    
    The report is finished. See the screenshot below as an example.