Monitoring chat activity with Analytics

Return to top


  • 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 |

  • Bex Heenan

    Hi, can I ask what the formula is for the Chat Duration on the Individual Agent report please? I'm getting a different figure when using the default Average Chat Duration in Explore, which is: VALUE(Chat duration (sec))/60.


  • Neil
    Zendesk Customer Care
    Hey Bex,

    The formula for the Chat Duration (in Chat Analytics) is the same from what is being used in Explore. 

    As mentioned on the Chat Analytics Glossary

    Average Chat Duration (sec) - The average length of time a chat session takes across all chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.

    Hope this helps to answer your concern.
  • Rebecca Hill

    Is there a way to change the time frame of this report? eg, Monday - Sunday instead of the usual Sunday - Saturday that is sent.


  • Dane Adriano
    Zendesk Customer Care
    Hi Rebecca,
    Chat Analytics is a built-in report and will not allow any customization aside from the filters that are already present.
    I hope this helps.
  • Nitesh Jaiswal

    Hi Zendesk,


    How to split the (Average Handling Time) AHT from Chat to email, meaning if the conversation started as chat and then later converted into an email, what formula should I use in "calculation" and should it come in what dataset?

    Even though if I have to get the number manually from a different dataset separately, I am okay, I would like to know that AHT formula, please?

    Thank you in advance!

  • Dane Adriano
    Zendesk Customer Care
    Hi Nitesh,
    That's an interesting way on how to review performance. However, Explore formulas are limited to just one dataset and it's not possible extract data from another dataset.
    The only option is for you to create two separate queries and put it in a Dashboard side by side to compare the values. In your case, you can try to create a report for Chat Duration (min) and another one using Full Resolution Time (min)
    Hope this helps.

Please sign in to leave a comment.

Powered by Zendesk