Analytics 101: Solving the missed chats mystery

This article is part of our Zendesk Chat Analytics 101 series. See more examples here. 

Do you keep missing chats due to high visitor volume? With Analytics, you can drill into missed chats on specific days and respond to customers.

View missed chats in Chat Reports

In Analytics, click on the Chats Missed tab at the top of the page to reveal missed chats.

In the example above, on 1 April, there were 15 missed chats. Let’s find out what these chats were about and follow up with the customers. Click on the orange box to view the missed chat history for that day.

Drilling down to History

This opens up the History panel that shows you the name of the customer, the message they sent and the department  they sent their request to. If the customer left their email address, you can now follow up with them and answer their query.