Monitoring chat activity with Analytics

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  • Kevin Miodek

    Does the response time include the wait time or these are 2 separate metrics?

  • Alessandro Battistini

    Hi Kevin,

    The response time and wait time are separate metrics in Chat Analytics:


  • Mark Oliver

    Team, what's the formula for acceptance rate? how do we compute it and what's is basis for it to be below 100%. Also, what is acceptable acceptance rate in a nut shell?

  • Jahn Jerenz Bronilla

    Hi Mark Oliver,

    Formula is Accepted Chats over Total Number of Chat Assignments.
    Example: 34/45*100=Chat Acceptance Rate

    Acceptable acceptance rate depends on the company's metric but with is we are at 95%

    Hope this helps!

  • Qin Brian

    Can analytic support send email in hourly?

  • Jason Schaeffer
    Zendesk Customer Care

    Hi Qin,

    Thanks for reaching out! Unfortunately the highest frequency for this feature that is possible at this time is daily. We do have alternatives that you may be interested in such as using Explore reporting if you do not already which you can also use to measure chat performance and depending on your plan level will refresh once and hour. I will link that information below for you:

    Analyzing your Chat activity

    I hope that helps!

    Jason Schaeffer | Customer Advocate |


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