Monitoring real-time chat metrics

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3 Comments

  • Paul Strauss

    Our average chat wait time seems to be around 80 to 90 seconds in Zendesk Explore, but our agents are actually answering almost immediately when they see a chat coming in. However we have a trigger set to automatically start an outbound chat at 120 seconds - does that in some way affect the chat wait time numbers? Otherwise, can you think of why these numbers would be so clearly inflated?

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  • Taylor Bowser
    Zendesk Customer Care

    Hi @...

    Chat wait time is defined as the following: 

    The time the end user waited for the first reply from an agent. If no agent replies, then this returns the total time the end user waited before leaving the chat session.

    Is it possible that there are missed chats inflating this number? I always recommend creating a test query to break data down by individual Chat IDs/Ticket IDs. This will allow you to pinpoint which chats/tickets have a high wait time causing this average to be higher than expected. 

    Best, 

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  • Trina Moon

    The chat department filter is a bit limited. You can see all departments, no departments, or a single selected department. We have our departments segmented by language support. So our EMEA regional manager would want to view the dashboard by selecting multiple language departments. Right now, she has to open multiple Zendesk browser windows, select a single department in each browser window in order to monitor each of her departments. It would be awesome to be able to select multiple departments so that she doesn't have to be looking at multiple browser windows to get her information.

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