Question
Why does the number of Served chats in 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 report:
Excluded: Chat Completion is Not Engaged
Note: In Explore, the entire Chat is considered a Served chat for all agent engagements in a single session.
For other discrepancies in Analytics, see this article: Why is there a discrepancy between accepted and served chats?
5 comments
Dream
Excuse me what is definition of "Not Engaged" in Chat Completion?
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Matthew Miranda
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 |
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Johan Schledermann
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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Emanuel Maxim
Hello,
I'm comparing the Served Chats from Analytics with the Served Chats from Explore (with Not Engaged filtered out) and still seeing differences between the 2. Can you please advise what else could cause this?
Also, what does the time filter in the Analytics dashboard link to in Explore? (Chat started date, Ticket solved date, last updated...etc)?
Thanks!
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Dainne Kiara Lucena-Laxamana
Hi Emanuel Maxim,
As a general rule of thumb, these two tools shouldn’t be compared side by side. If it helps, one of the major differences between the two is that Chat Analytics will count transfers as a Served Chat. So if a chat was handled by 3 agents before it finally finishes, Chat Analytics will count it as 3 served chats (since it was technically served by 3 agents), whereas Explore will count it as 1 served chat (since it’s the same Chat ID).
Also, what does the time filter in the Analytics dashboard link to in Explore? (Chat started date, Ticket solved date, last updated...etc)?
The difference between the Analytics Dashboard time filter & Explore, is Explore's data is based on chat engagement and tickets. Whereas Chat Analytics would see every chat (online-offline).
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