What's my plan?
Suite Team, Growth, Professional, Enterprise, or Enterprise Plus
Support with Live chat and messaging Team, Professional, or Enterprise

The Chat connection monitor displays your connection details. This information can help both your internal IT department and Zendesk's customer service teams identify and resolve issues with your Zendesk Chat dashboard performance.

This article includes the following topics:

  • Viewing the connection monitor
  • Understanding and using the connection metrics

For more information on identifying connection issues, see Troubleshooting your Chat connection.

Viewing the connection monitor

You can access the connection monitor from the Chat dashboard.

To view the Chat connection monitor

  1. In the Chat dashboard, click your avatar in the upper-right corner and select Check connection.

    This opens the Chat connection monitor:

  2. (Optional) Take a screenshot of this window to share with your support team.

The monitor shows connection-related data.

Understanding the connection data

The connection monitor displays a long list of connection data. In this section, we'll describe the information most likely to be useful in diagnosing any connectivity-related problems, and explain what information should be displayed. We'll also share a table with high-level descriptions of some of the remaining metrics.

The following connection information is often relevant to any connection problems you are having:

  • Server: The Chat dashboard should connect to a server that is geographically closest to you.
  • Connection Type: If this metric displays another value other than "Ws" (Websocket) you could have a firewall blocking your connection.
  • Status: You should see the option “connected.”
  • Connection Quality: An indicator of the connection quality between your network and Zendesk Chat servers. The more filled in with black the line is, the better your connection. If the filled-in portion of the line is less than 50%, we recommend testing your connection.
  • Connection Progress: The number "100" indicates that you are successfully connected and any value less than "100" indicates a connection issue.
  • Uptime: The amount of time (seconds/milliseconds) detected from your browser that Chat is connected over the total time of the session. If you were recently disconnected or have had breaks in the connection, the first number (time connected) will be lower than the second number (total session length).
  • D/C Count: If the disconnection count (D/C Count) is higher than the Connected Count then you are most likely experiencing an issue with your Chat dashboard connection.
  • Server Timeouts: Indicates the number of disconnections on the servers end.

If you are seeing data that differs from the descriptions above, report these issues to an account admin or an internal IT Team.

The following table defines some of the other metrics you may find useful:

Table 1.
Monitor entry Definition
Build Version The currently-installed Chat version
Account Key Displays the 32-digit account key
Server Proxy the account is connected to
Connection Type How the computer is connected to the server
Status Connection status
Connection Quality Reflects latency
Connection Progress Should be “100” to be connected. Less than the value means there’s a problem
Connection Message Last known message from the dashboard
Connection Code Last known code recorded in the dashboard
Browser/Computer Speed Dependent on the browser extensions/apps installed on the browser
Zone Country
Uptime In seconds/milliseconds, detected from your browser
Connect Attempts Number of connection attempts
Connected Count Number of successful connects
D/C Count Disconnection count
Server Timeouts Disconnections on the server end
Reconnect Delay Amount of time it usually takes the customer to connect to the dashboard again
Lost Frames Counts how much information is lost
Out of order Frames Something sent that was damaged
Uptime Estimate How long, in milliseconds, a customer has been logged in
Clock Skew Time, in milliseconds, between the server and your timezone
Latency (RTT) Time, in milliseconds, it takes for you to send something to the server and then get a response back
Powered by Zendesk