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Metrics and attributes for live chat



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Rob Stack

Zendesk Documentation Team

Edited Jan 27, 2025


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41 comments

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Sabra

Zendesk Customer Care

Hey Kevin Kiser! With the Incremental Chat Export API, you can find all the pieces of information needed for a chat to find the create metrics that you would see in Explore.

- Ticket brand: With the zendesk_ticket_id property, you can find the associated brand_id from the Ticket object for the given ticket via Tickets API

- Engagement assignment: this can be calculated from the assigned and accepted properties in the engagements object from the Chat object

- Chat completion: this can be calculated as Gabe mentions here

- Chat type: there is a property called type in the Chat object 

- Chat first reply time (sec): this can be retrieved from the response_time object of the Chat object

- Chat no reply time (sec): this can be retrieved from the abandon_time property of the Chat object

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I see Average Chat Concurrency defined as "The average number of active chats per agent per hour.", but wouldn't this definition refer more to a contacts-per-hour?  The same question for minimum and maximum concurrency.

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Salim Cheurfi

Zendesk Customer Care

Hello Spencer,
 
Thanks for reaching out,
 
That's a good question, and I will do my best to clarify :
 
The Average Chat Concurrency give us the number of "active" chat in the same time per hour, while the metric for average chat per hour will give us the average number of chat handled, which is different.
Quick example : Agent Bob got 18 chats during 2h and he was constantly at 2 chat active at the same time, the average chat concurrency would be 2 active chats. While the average contact per hour will be 9 chats.
For maximum and minimum concurrency, they are metrics that help see if the agent got maybe a spike of chats in the same time, or if in average they had only one or zero active chat in the same time during an hour.
It's a key metric that helps to understand workload to plan staffing and concurrency. 
 
I hope this helps,

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+1 for adding the chat-assisted conversions to the Explore metrics. It is a key KPI for us, and I assume for any eCommerce-based business that can measure the return on the Zendesk Chat investment with this metric. 

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Hey, where can I find if the chat type is inbound or outbound in the API?

The type property in the Chat object in the API can be "chat" or "offline_msg", it does not say if the chat is inbound or outbound. Is there any other property I can use?

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Elaine

Zendesk Customer Care

Hi Mateus,
 
You may use started_by to see who started the chat. It could be "visitor", "agent", or "trigger".
 
I hope that helps!

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Does the calculation mentioned in Table 1 engagement metrics correct?

Metric Definition Calculation
     
Served chats The number of Chat sessions served by agents. A Chat session can have multiple agent engagements, but only one served chat. IF ([Chat type - Unsorted]!="Offline Message" AND [Chat completion]!="Missed") THEN [Chat ID] ENDIF
Completed chats The number of Chat sessions successfully completed by agents (excludes agent-dropped and missed chats). IF ([Chat type - Unsorted]!="Offline Message" AND [Chat completion]="Completed") THEN [Chat ID] ENDIF
Non-completed chats The number of chat sessions dropped or missed by agents. IF ([Chat type - Unsorted]!="Offline Message" AND [Chat completion]!="Completed") THEN [Chat ID] ENDIF

Served chats has a condition [Chat completion]!="Missed"

Non-completed chats has a condition [Chat completion]!="Completed"

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Joyce

Zendesk Customer Care

Hello Jay,
 
Yes, the above calculations are correct. != means not equal to
 
Served chats show the number of chat sessions served by the agents. The calculation is if the Chat type is not equal to Offline message AND Chat type is not equal to Missed, then it will be counted as Served chats.
 
For Non-completed chats, the calculation excludes Completed chats and Offline message
 

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Thanks, @...

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We recently transitioned from the old Chat widget to using Sunshine Conversations for our chats. Now, we don't see Chat duration in our Data Warehouse integration from Zendesk to Domo. Is there an API we can call to get chat duration information from Sunshine Conversations? Or is that not even possible because these are persistent chats now.

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Is there a way to see the daily average missed chats for certain days of the week? We are interested in seeing Sat/Sun, we already have a daily average of incoming but compare number of missed chats too 

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