Metrics and attributes for live chat

Return to top

28 Comments

  • Alison Cook

    Hello,

    Is there an update on when the Agent status will be available i.e. How long were agents in invisible, away and/or ready? We'd like to most specifically know the average # of chats served/time in ready. The Avg daily Chat does not allow this because if an agent only works 4 days/week then their chat numbers look very low. Thank you!

    Alison Cook

    5
  • Mani Berenji

    We need "abandoned" chats to be part of the standard reporting metrics. 
    I'm defining abandoned chats as :

    1. Chat was started by a customer
    2. Customer left the chat session before connecting with an agent

    Missed chats won't work because it counts chats that were connected to an agent, where the agent never replied.

    The reason missed chats won't work is because it introduces 2 causes for the customer leaving instead of just focusing on if the customer left because they didn't get assigned an agent.

     

    2
  • Timothy Humangit

    Hi, I'm getting different CSAT results if I look at Chat departments vs. Engagement Departments. Any reason why that's the case?

    1
  • Elissa Tikalsky
    Zendesk Digital Resources Team

    Hi @...

    Chats and Engagements are a little different. Sometimes a single chat can be made up of multiple engagements. You can learn a bit more about how that all works in this article: What is an Engagement in Chat?

    I hope that helps!

    0
  • Angelino

    Hi,

    I am a little bit confused about the difference between Assignments and Chats as well as Chat Accepted, Chat Completed, and Chat served. I am trying to generate the data and it gives me different data each.

     

    Thank you!

    0
  • Angelino

    Hi, 

    May I know how do Engagement Assignments work? 

    I noticed that in just one ticket 1 it has multiple assignments but when I visited the chat itself, it is only one chat. I would like to understand how it was tagged as multiple assignments to a single agent but was only assigned to him once?

     

     

    0
  • Christian Perdikis

    Hello, just resurfacing the topic of chat conversions in Explore. Now that GoodData is expired, when can we expect Online conversions from chat to be a metric available to Explore?

     

     

    0
  • Jera

    Hi @...!

    We do not have a firm ETA on when this will happen. However, the team is working to make more reporting options available in the future.

    Alternatively, you can check out Google Analytics-Chat integration and see if this fits your reporting needs. Feel free to have a look at this article: Setting up Zendesk Chat with Google Analytics

    Let me know if you have any other questions!

    0
  • CJ

    There's a major problem with one of the calculations here.  For missed chats, Zendesk is computing the time from the LAST chat message sent, to the end of chat, and calling that the "Wait time", in the same formula that uses the time from the FIRST message sent, for not-missed chats. Yikes! The time from the last message being sent to exiting the chat, is *extremely* different from the wait time as defined below. 

    This was giving me all kinds of calculation errors and impossible situations. You can get closer to the correct answer for "Wait Time" for Missed with 

    IF [Chat completion]="Missed" THEN

    (VALUE(Chat no reply time (sec)+VALUE(Chat duration (sec))))

    ELSE

    VALUE(Chat first reply time (sec))
    ENDIF
    But that still only gets you *sort of* close, the time from the first message, to the time they left, not the time they joined the chat, to the time they left. This is "good enough" for me, but it's not a perfect workaround. 
    1
  • Dave Dyson
    Zendesk Community Manager

    Thanks for posting this workaround, CJ – for visibility, would you mind posting this to our User Tips & Tricks so folks can find it via search?

    0
  • Ramona Arora

    Hi @...- how can I find 'chat completion' in the zendesk chat API? 

    0
  • Gab Guinto
    Zendesk Customer Care

    Hi Ramona,

    I'm afraid Chat completion is not one of the explicit properties available in the Chat API. There is no specific json object or property from the API that corresponds to this attribute.

    To check for 'chat completion' as defined in the Explore attribute, you may need to look into and process the data from Incremental Chat Export. The data from Chat API includes the json object "missed" (if the value is true then Chat completion in Explore is Missed), but for the other chat completion values – Dropped, Completed and Not Engaged – they can only be pulled up based on the events from incremental exports. You may check for the property "dropped" to find Dropped chats; Completed chats will have the value of false for "dropped" and "missed"; Not Engaged refers to outbounds chats started proactively where the visitor did not respond, so they'll have the value of agent or trigger for the json object "started_by" and the "count" of messages from the visitor is 0.

    Explore is definitely the easiest route to check for 'Chat completion' at this time, but if you really need to pull up the data through API, then you can try the methods above.

    Hope this helps. Thanks Ramona!

    -1
  • Mariano Jose Brunetti

    Hi,

    Is there a way to get the sum of engagement reply time? I need to calculate the AVG reply time outside Explore platform therefore I need the sum, so then I can divided by the nmbr of messages. I can only see Averages reply time calculations.

    Thanks

    0
  • CJ

    Just an update, my workaround? Doesn't work properly if the user only sent in one message! Queue the sad trombone noise.  

    Here's my new improved version, but I'm not 100% confident this works in all cases yet either: 

    IF [Chat completion]="Missed"
    AND
    SUM(Chat visitor messages)>2
    THEN ((SUM(Chat duration (sec))+0)+(SUM(Chat no reply time (sec))+0))
    ELSE
    SUM(Chat no reply time (sec))
    ENDIF

    Still, the absolute best thing would be for Zendesk to correct this, since it seems really egregious to have a built in metric for chat wait time that is consistently incorrect. 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi CJ, thanks for sharing your work on this! One potential issue I'm seeing is that you say there was a problem with your earlier solution if the visitor only sent one message – but your update specifies "SUM(Chat visitor messages)>2", which is only true if there are three or more messages. Might need to change that to ">1" instead?
    -1
  • CJ

    Hi Dave, 

    It should actually be "less than 2", but it turns out something is very broken with less than, so there's no way at the moment to return the correct value at all. 

    0
  • CJ

    I guess I don't understand what chat concurrency is, because it doesn't show me what I'd expect. If I select a date and agents, shouldn't I see every agent who was online and available? That's definitely not what returns, so I'm unclear what this is measuring. 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi CJ, 
     
    Can you create a post in our General Troubleshooting Q&A topic and show us what you're seeing, and what you'd expect to see with respect to concurrent chat metrics?
    0
  • Dean

    Hi,

    We are trying to report on agents' first response time, however, we have found out that the Agent's Waiting time (Agent's Engagements first response time) within the Chats transferred from Bot to the Agent are calculated from the visitor's first message after the transfer and the agent's first response to that message. I wonder if there is any way to count the time between the transfer and the Agents' first response after the transfer (to be more specific, Bot's last response and agent's first message).

    Thanks!

    1
  • Leanne Britton
    Hi Dean,
     
    At this time, we do not have the ability to report on the time in between the bot handoff and the agent's first reply. The closest available metric for this would be the Engagements First Reply time metric. As you noted however and as outlined in How is Engagement first reply time calculated when a bot transfers the chat to an agent?, this is calculated from the visitor's first message after the handoff and the agent's first reply, and not from the transfer event itself and the agent's first reply. With that said, our Product Team hopes to expand the reporting capabilities of Messaging within Agent Workspace. You can follow the Announcements page for more information on upcoming releases regarding Messaging reporting capabilities. 
    0
  • Marco Nasuelli

    Hello everyone, 

    we have a 3rd party chatbot that transfers chats to two different departments in case a human operator is needed. 

    How can i calculate the chats transferred by human operators from one department to another?

    I tried to use "Transferred chats" and I got all the chat transferred by the chatbot to a human operator, and then i tried "Transfers" but it always zero. 

    We would like to understand how often the bot errs in transferring the chat to the correct department

    1
  • Collin Cunninghame

    Is it possible to report on a visitor's email and name if the option to auto-create tickets is disabled? The only similar attributes that I can find in the Engagement dataset are based on the ticket requester. It's odd that I can clearly see user info in the History tab of Chat, but that data is inaccessible in Explore.

    1
  • Dane
    Zendesk Engineering
    @Collin, 
     
    User information is not included on chat dataset. I understand your use case and how essential it is for data reporting. I'll treat this as a feedback for the continuous improvement of our Explore reporting. I'd also recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 
    -1
  • Kai Schmitte

    is it possible that the Chat first reply time (sec) is part of Chat average reply time (sec)? 
    When I draw a graph for both (by month), the lines are parallel. 
    Something I wouldn't expect unless the first reply time is part of the average reply time. 

    Is there a way to get a realistic average answering time within a chat when Chat average reply time (sec) contains the time until the first answer? 

     

    0
  • Dane
    Zendesk Engineering
    Hi Kai,
     
    Chat average reply time is calculated as the time it took for agents to reply to visitor comments. Chat first reply time is also included if the a visitor has already sent a message before an agent replied. 
     
    Just in case you're assuming that there's a data discrepancy on the query you have created, you can contact support directly and we'll investigate further.
     
    Hope this helps.
    -1
  • Kai Schmitte

    Dane

    Thanks for the explanation. Many of our customers start entering a question before the agent joins, so it is probable that the first reply time is included in most chats - and thus the parallel lines happen - especially since the first reply is usually the longest reply time. We know that we would need more agents to handle incoming chats. 

    Is there any way to get a "clean" view on average reply times during a chat? Without the first answering time?
    So that we can see if the agents are efficiently working - and to see if the amount of chats one agent is assigned is neither too small nor too big? 

     

    Thanks!
    Kai

    0
  • Dane
    Zendesk Engineering
    Hi Kai,
     
    If you'll closely check how Chat average reply time is extracted, it is the base value for the metric. It only means that we cannot modify the results being given by that metric even we use some calculated metric.
    -1
  • CJ

    Are all concurrency metrics still broken? It's been something like 6 months and there's been no updates or even notes in this article that the entire concurrency dataset is broken. 

    0

Please sign in to leave a comment.

Powered by Zendesk