Chat Analytics CSV glossary

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6 Comments

  • Zipmex Admin

    Hi Zendesk Team,
    How can I see Dropped Chats and Missed Chats by individual agent?

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Zipmex,

    Here's another Community post asking a similar question. The agent missed chat and dropped can be checked by going to Analytics>Chat Report or Analytics>Agent Reports.

     

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  • Michelle Chan

    Hi Zendesk Team, can we know how many times a proactive chat has been triggered, regardless of whether it has been served or not. Thanks!

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Michelle,

    This can be achieved by using tags. You can add the condition to add a tag to your Proactive chat trigger, and then create an Explore Query for tickets created and filter the report using the said tag. More information in using tags can be found here: Working with Ticket Tags 

     

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  • Michelle Chan

    Thanks @...! Just to clarify, that way I will be able to know how many tickets were created based on the proactive chat trigger, but not the # of times the proactive chat was triggered, is that correct? How can I figure out the latter?

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Michelle,

    You will be able to track all the tickets created where the proactive chat trigger was applied. Thus, this will include a successful chat. Unfortunately, there is no native way to capture the number of times the proactive chat was triggered since not all results in a chat conversation.

     

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