Chat Analytics CSV glossary

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11 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.

     

    -1
  • Michelle

    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

    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.

     

    -1
  • Shelley

    Hi,

    I am little confused by the definition of 'Dropped Chats'as there seemed to be two different meanings.

    Dropped Chats : The number of chats accepted by or assigned to this agent which end with an unanswered message from a visitor

    However, in this article Metrics and attributes for Zendesk Chat there is a different meaning

    Dropped chats:  The number of chats accepted by or assigned to the agent where the visitor responds to an agent message, then leaves the chat.

    So is it due to an unanswered message from the visitor so the agent closes the chat or where the visitor responds and ends the chat?

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  • Dane
    Zendesk Engineering
    @Shelley,
     
    Both articles uses the same logic for Dropped Chats. Dropped chats are the number of chats where the conversation with an agent ended with an unanswered message from a visitor.
    -1
  • Eugene Tolentino

    Is there a way to get the sum of the First Response Time (sec) and sum of Chat Duration (sec) instead of the average? 

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  • Dane
    Zendesk Engineering
    @Eugene,
     
    Chat Analytics only uses AVE as aggregator. If you prefer to use SUM, you can use Explore for reporting purposes.
    -1
  • CJ

    There doesn't appear to be a definition for "Served Chats". Does this include dropped chats, or no? 

    0

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