Analytics - Getting Chat Wait Time, Chat Duration & Response Times in Minutes rather than seconds



  • Robin Dublon

    Also can it be automatically changed on the downloadable report, so that it has the data labelled correctly. For instance according to your team currently:

    - Chat Wait Duration served is Average First Response Time

    - Response Time is Average Response Time

    It's small but would make training and handover so much easier.

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Robin,

    Currently, we have no plans to offer an option on the export to convert the stats in seconds to minutes. Our recommendation would be to educate them on how to divide the cell value by 60 and apply it to the whole export for the time being.

    As for the inconsistent naming between Chat Wait Duration and Average First Response Time, we are working on improving the docs initially and are looking to making them consistent later on in 2017 as part of a larger reporting improvement to the service.




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