Analyzing your Chat activity

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4 Comments

  • Sophie

    Hi! Is there a way to filter the chat data by what page on your website the chat was started on? I'd like to build a report that shows me the tags (and therefore query topics) that customers are contacting us about, filtered by different parts of the site. 

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  • Matt

    Hey @...
    Thanks for this question! 
    While there is currently no direct way of reporting on the URL where the chat originated, you could potentially create a workaround using Chat tags and chat triggers for this. 

    You can create a chat trigger that adds a unique chat tag, once the chat starts. Similar to this recipe but instead of using "set department" you choose the "add tag" action: 

    Recipe: Route a chat to a department based on the URL of the website

    This unique tag will then allow you to create a report in Explore using the "Chat tags" attribute. 

    Please be aware that in order to do this workaround, you will require Explore Professional subscription to create a query. 

    I hope this helps and answers your question. 

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  • Eva-Marie Peiker

    Hi there, one additional question: Is the waiting time part of the average chat duration or does the calculation for the chat duration only start once the agent joins the chat? 

     

    Thanks in advance.

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  • Juraj Jarmek

    Hello @...,

    Please note that the chat duration is the time duration from the first to the last chat message.
    Including the one, the end-user sends first, and yes, that would include the waiting time.

    For more info:

    Metrics and attributes for Zendesk Chat

    Hope this clarifies it!

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