Explore features a prebuilt dashboard displaying your Zendesk Chat engagement data. You can edit and customize this dashboard by cloning it (see Cloning Explore dashboards). In this article, you'll learn about the available reports for Chat.
This article contains the following topics:
Opening the dashboard
To access the Chat dashboard
- In Zendesk Support, open the product tray.
- From the list of products, click Analytics. Explore opens and displays the dashboard library.
- From the list of dashboards, select the Zendesk Chat dashboard.
Understanding the dashboard reports
The Chat dashboard is split into four tabs:
- The Chats tab shows information about the Chat sessions made and received in your organization. You can filter each report by date, department, type, completion, and by who started the chat.
- The Efficiency tab shows information that helps you gauge the efficiency of your agents while using Chat. You can filter each report by date, department, type, completion, and by who started the chat.
- The Satisfaction tab shows information about customer satisfaction scores following a chat session. You can filter each report by date, department, type, completion, and by who started the chat.
- The Agent activity tab shows information about how often and how well your agents are engaging with customers by using Chat. You can filter each report by date, department, agent, who started the chat, and assignment.
- The Agent Concurrency tab shows information about how many chats agents are engaged in at the same time, shown by hour and by day. It also includes a list of agents with the most concurrent chats. You can filter each report by time, agent name, and agent role.
To learn about the available reports on each tab, see Analyzing your Chat activity in Zendesk Support.
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