Analyzing your Chat activity

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  • 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. 

  • 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. 

  • 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.

  • 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!

  • Mike Funck

    The agent name filter seems to cut off in the mid "S" range. I have a user further down this list that needs to be shown. Is there a maximum number of users that the Agent Name filter can show?


  • Anton Verhelst

    Can someone confirm that the

    • Chats: The total number of chats during the selected date range.

    does not include the missed chats?

  • Christine
    Zendesk Engineering
    Hey Anton,

    The Chat tab displayed in the default Chat Dashboard in Explore includes both completed and missed chats.

    Hope this helps. 
  • Nate Fritz

    Hi all!

    Can you provide an explanation of how average chat concurrency is calculated?  It seems incredibly low, both in our org but also in the screenshot examples above.  When I've worked with systems that provided a chat concurrency metric in the past, it was based solely on times that agents were actively engaged in a chat, so concurrency could never be below 1 and the target was 1.5. 

    With all of our agents at 0.5 or lower, I'm assuming Zendesk calculates it differently.


  • Dane
    Zendesk Engineering
    Hi Nate,
    Chat concurrency is measured by the number of active chats per hour. More information can be found in Chat Concurrency dataset. If you are seeing any discrepancy with the data, please contact support directly and we'll be glad to help.
  • CJ Johnson


    • Wait time average: The average time from the start of the chat session until an agent replied, or the visitor left the chat.

      If anyone else is wondering why they are seeing impossible numbers come out  Chat Wait Time, this is because that definition is not actually what is being shown. It measures the time from the start of the chat session until an agent replied, or the last message a visitor made to when they left.  

      I would love to see this metric updated to work, it's really disheartening to have to tell your team that we cannot use the reporting on the prebuilt Dashboards because they are returning misleading numbers. 
  • Dane
    Zendesk Engineering
    Hi CJ,
    I fully understand your feedback on this one. Such feedback allows us to further improve our product. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that improvement. 
  • Viktor Hristovski

    Hello, im using this dashboard to view data from our chats. One thing i dont understand is a high percentage of Non-completed chats (almost to 30%). When i go into chat and into the history  and i select dropped , there are many chats where our agent joined the chat, and also had a conversation , and then the chat requester ended the chat (left), so to me this should be complete chat. (example


    Can you explain to me why these chats are counted as incomplete?

  • Viktor Hristovski

    I would also like to create a custom report, which will show percantage of chats based on wait time average. For instance , to show percentage of chats under 60s, then 60-120 and anything over. Can someone help me achieve this? Thank you

  • Dane
    Zendesk Engineering
    Hi Viktor,
    You can check this recipe we have. Explore recipe: Reporting chat first reply time by brackets. Feel free to modify it depending on your use case. 
    Regarding your first concern, I have created a ticket for you to investigate further. Please wait for my update via email and let's continue from there.

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