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Verified AI summary ◀▼

The omnichannel engagements dataset helps you track and analyze agent interactions across channels. It provides metrics like engagement duration and wait times, and attributes such as engagement start and end reasons. This data allows supervisors to generate detailed reports on ticket interactions, helping you understand agent performance and customer engagement dynamics without needing to navigate complex workflows.

Note: Your account must be on the improved messaging backend to use the dataset described in this article.

The omnichannel engagements dataset contains metrics and attributes that relate to when an agent is interacting with a customer within one channel. Supervisors can use this information to create reports that give them an in-depth look at which tickets agents have interacted with, on which channel, for how long, and why the interaction started or ended.

This article contains the following topics:

  • What is an engagement?
  • Omnichannel engagement metrics
  • Omnichannel engagement attributes
  • Engagement start and end reasons

What is an engagement?

Engagements represent individual legs of agent interactions in the overall ticket lifecycle. Metrics start getting measured when an agent interacts with a ticket or, for messaging, with active conversations that have had an end-user reply in the last 10 minutes.

In this section, you'll learn about how engagements work in Zendesk analytics:
  • Retention period for open engagements: Ongoing engagements can be stored for only 14 days. This means that if an engagement started longer than 14 days ago but has not ended, that engagement will not be recorded for the engagement reports. To address this, consider managing your ongoing workflows with auto-release capacity setting.
  • Agent activities that can be reported as an engagement: Engagement reporting relies on work items taking up capacity for any given agent across channels. For customers with omnichannel routing enabled, this changes how engagements are reported. For example:
    • When inactive conversations count towards agent capacity

      When this setting is enabled, messaging engagements will remain open and continue to count towards key metrics such as engagement duration.

    • When agents switch channels from the composer, only select channel changes can be detected:
      • From messaging to voice
      • From email to voice
The following workflows cannot be tracked:
  • From messaging to email (unless the agent has ended the messaging conversation and the admin has the "transform to email" setting enabled).
  • From voice to email

For these workflows, the following channel engagement will continue counting towards the latest engagement detected.

Omnichannel engagement metrics

This section lists and defines all of the engagement metrics available.

Metric Definition Calculation
Engagement duration Time from the start of engagement to the end of engagement. VALUE(Engagement End time - Engagement Start time)
Engagement - Offer time to agent Time from when the ticket was offered to the agent that eventually accepted the assignment to when the agent accepted the assignment. VALUE(Latest accepted time - Latest offered time)
Engagement - Assignment to first reply Time from assignment to agent’s first response. This will exclude offer state, and engagements outside of business hours. If a ticket is reopened, this counts as a new assignment. VALUE(Agent first message time - Ticket assignment time)
Agent messages Number of messages sent by an agent during an engagement. COUNT(Agent interactions)
Engagement - Average requester wait time The average time between an end user response and the agent’s reply during the engagement. SUM(Total Response Time on Active Assigned Conversation) / COUNT(Agent replies on Active Assigned Conversations)
Engagement - Longest requester wait time The longest time between an end user response and the agent’s reply during the engagement. MAX(Response Time on Active Assigned Conversations)
Engagement start reason The reason an engagement started. N/A
Engagement end reason The reason an engagement ended. N/A
Ticket status - Start of engagement The status assigned to the ticket at the start of the engagement. N/A
Ticket status - End of engagement The status assigned to the ticket at the end of the engagement. N/A

Omnichannel engagement attributes

This section lists and defines all the engagement attributes available.

Attribute Definition
Engagement ID The system ID of the engagement.
Ticket ID The system ID of the ticket.
Agent ID The ID of the agent.
Channel The channel through which the agent and end user are interacting. Values are messaging or support.
Group ID The ID number of the group.
Requester ID The ID number for a ticket's requester.
Engagement start reason The reason an engagement started. See Engagement start reasons.
Engagement end reason The reason an engagement ended. See Engagement end reasons.
Ticket Status - Start The ticket’s status at the start of the engagement.
Ticket Status - End The ticket’s status at the end of the engagement.
Start Time of engagement Timestamp of when the engagement started
End Time of engagement Timestamp of when the engagement ended

Engagement start and end reasons

The engagements dataset provides engagement start and end reason attributes to show how and why an interaction with an agent started and ended.

Engagement start reasons

Reason Event
Routing assignment accepted This happens when:
  • The agent has been assigned a ticket from the routing engine.
  • The agent accepts an offered assignment.
  • The agent accepts an offered assignment from a group or a queue transfer.
Assigned The agent as a sole agent in a group is assigned a ticket.
Manual assignment

This happens when:

  • The agent manually assigns themselves a new ticket.
  • A supervisor manually assigns the agent a new ticket.
Reopened The agent changes the status from Pending, On-hold, or Solved to Open.
Transferred The agent is a recipient of a transferred messaging ticket.

Engagement end reasons

Reason Event
Inactivity timeout The messaging ticket becomes inactive when an end user hasn’t sent a reply in the last 10 minutes.
Note: If you've turned on omnichannel routing, and messaging activity routing is turned on, the engagement will not end when the ticket becomes inactive.
Agent closed conversation The agent ends the messaging session. This is only available when you allow agents to end messaging sessions.
Transferred The agent transfers the ticket to another agent or group.
Ticket status updated - Pending/On Hold The agent changes the status from Open to Pending or On-hold.
Ticket status updated - Solved The agent changes the status from Open to Solved.
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