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Turning on reply time SLAs for live chat

You must have the Agent Workspace to reply time SLAs for live chat. A service level agreement (SLA) is a polic...

Edited Jun 21, 2024

0 votes  ·  0 comments

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Reviewing and exporting past chats in History

What's my plan? From History page inside the Chat dashboard, you can review details about your chats and visitors, i...

Edited Jun 21, 2024

12 votes  ·  12 comments

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History chat details CSV glossary

This article contains a glossary of the metrics included when exporting chat details from the History tab. The CSV ...

Edited Jan 11, 2025

6 votes  ·  0 comments

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Analyzing your Chat activity

What's my plan? Zendesk Explore features a prebuilt dashboard to help you monitor your Chat activity u...

Edited Jun 21, 2024

4 votes  ·  20 comments

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Browsing your site's visitors for live chat

What's my plan? Note: The features described in this article are available on older accounts using Zendesk Chat i...

Edited Jun 21, 2024

12 votes  ·  12 comments

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Monitoring real-time chat metrics

What's my plan? With the Real-Time Monitor, you can see an overview of key chat metrics, including queue size...

Edited Jun 21, 2024

3 votes  ·  14 comments

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Using the Analytics report

What's my plan? The Analytics Report contains an easy-to-review summary of the chats your agents have had over a d...

Edited Jan 04, 2025

4 votes  ·  3 comments

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Monitoring chat activity with Analytics

What's my plan? If your plan includes Zendesk Explore, you can also analyze Chat activ...

Edited Jan 21, 2025

15 votes  ·  24 comments

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Chat Analytics CSV glossary

What's my plan? This article contains a glossary of metrics used in Analytics. These terms are used in the following ...

Edited Jun 21, 2024

6 votes  ·  11 comments

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