Explore recipe: Reporting on chat requesters by chats received brackets

In this Explore recipe, you'll learn how to create a report that organizes chat requesters into brackets based on the number of chats they've initiated. This information helps you determine the total count of chat requesters who have interacted with live chat on a per-usage basis within a specified timeframe.

This recipe contains the following sections:

• What you'll need
• Building your report
• Enhancing your report

What you'll need

Skill level: Advanced

Time required: 30 minutes

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

Building your 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 Calculations menu (), click Standard calculated metric.
5. In the Name field, give your metric a name like # Chat requesters.
6. In the Formula field, enter or paste the following formula:

   IF ([Chat type - Unsorted]!="Offline Message") THEN [Ticket requester] ENDIF

7. In the Metrics panel, click Add.
8. From the list, select # Chat requesters (the metric you created above), then click Apply.
9. Change the metric aggregator to D_COUNT.
10. In the Calculations menu (), click Standard calculated attribute.
11. In the Name field, give your metric a name like Chats received brackets.
12. In the Formula field, enter or paste the following formula:

    IF ATTRIBUTE_FIX(COUNT(Chats),[Ticket requester]) = 1 THEN "1 Chat"
    ELIF ATTRIBUTE_FIX(COUNT(Chats),[Ticket requester]) = 2 THEN "2 Chats"
    ELIF ATTRIBUTE_FIX(COUNT(Chats),[Ticket requester]) = 3 THEN "3 Chats"
    ELIF ATTRIBUTE_FIX(COUNT(Chats),[Ticket requester]) = 4 THEN "4 Chats"
    ELIF ATTRIBUTE_FIX(COUNT(Chats),[Ticket requester]) >=5 THEN "5 or more Chats"
    ELSE ""
    ENDIF

    Note: You can amend this formula to suit your specific needs depending on how many brackets you want.
13. In the Rows panel, click Add.
14. From the list, select Chats received brackets (the attribute you created above), then click Apply.
15. In the Columns panel, click Add.
16. From the list, select Chat - Started date, then click Apply.
17. Apply a time filter for Chat - Started date to narrow your results. For help, see Filtering by an attribute in the Filters panel.

The finished report shows the number of chat requesters per day grouped into brackets based on the number of chats received per chat requester.

Enhancing your report 

To compare and slice the results in the report further, consider applying the following attributes to the report as well:

• Ticket group: The Support group the Chat ticket is assigned to
• Ticket requester: The name of the Chat visitor