Analytics 101: Investigating increasing wait times

This article is part of our Zendesk Chat Analytics 101 series. See more examples here. 

High waiting times can turn happy customers into angry ones. Here’s how you can identify the causes and prevent long response times.

Overlay wait time with Chat Reports

By overlaying wait time and Chat Reports, you’ll be able to see if there was an abnormal increase in wait time at any period.

For example, you’ll notice that Wait Time (Served) on 4 April was slightly higher than the previous two days, despite the lower number of chats. It is then possible to drill-down and find what went wrong on 4 April.