Explore recipe: Auditing agent engagement activities in a chat

In this recipe, you’ll learn how to audit agent interactions in a chat. This can help surface the flow of a chat session, such as the agent actions as well as the corresponding timestamps.

This report involves creating a report using the Chat: Engagements dataset and adding various attributes to display the agent engagement data.

This article contains the following topics:

• What you’ll need
• Creating the report
• Analyzing the result

What you’ll need

Skill level: Intermediate

Time required: 10 mins

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Chat data in Zendesk

Creating the report

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Chat > Chat - Engagement, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list, select Engagements then click Apply.
6. In the Rows panel, click Add.
7. From the list, select Ticket ID, Engagement - Timestamp, Agent name, Engagement assignment then click Apply. Include any additional attributes to surface more information on the engagement activities.
8. Add a filter for Ticket ID or Chat ID to narrow your results.

Analyzing the result

Using the table below as an example, the chat request was initially routed to Agent A, but the agent did not respond within 30 seconds so it was routed to Agent B, who also missed the chat. The chat was then routed between both agents again before eventually being accepted by Agent A.