Question
Why does the number of Served chats in Zendesk Chat Analytics dashboard differ from Zendesk Explore?
Answer
Analytics doesn't include chats with the Chat completion value of Not Engaged in its charts. In Zendesk Explore, the Served chats metric includes them by default.
If you want to reproduce the Chat analytics reports in Explore, add the following filter to your query:
Excluded: Chat Completion is Not Engaged
For other discrepancies in Analytics, see the following resources:
3 Comments
Excuse me what is definition of "Not Engaged" in Chat Completion?
Hi Kamolchanok,
Thank you for reaching out!
"Not engaged" means the agent proactively joined the chat (outbound) but didn't end up sending a message to the visitor to start the chat conversation.
I hope this helps. Let us know if you need anything else.
Regards,
Matthew Miranda | Customer Advocate |
https://www.zendesk.com |
Hi there,
Are there any other other possibilities for discrepancies? I have a query set up on agent name, date with dcount and count on served chats. One agent shows 137 on dcount and 151 on count with not engaged excluded. For the same date interval analytics shows 141.
Br
Johan
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