Agent first and last message on chat

1 Comentarios

  • Rob Stack
    Zendesk Documentation Team

    Hi Carl,

    In Explore, this is built-in.

    Open a new query using the Chat: Engagement dataset

    In the Metrics panel, add Duration - Chat engagement (min) > Engagement duration (min)

    This will show by default, the average time in minutes from the first agent message to the last agent message.

    You can read more about all the metrics and attributes for Chat by searching for the article “Metrics and attributes for Zendesk Chat” on the web.

    Now we’ll break that down by individual chats.

    In the Rows panel, add these attributes:

    Engagement agent > Agent name

    Time - Chat started > Chat started - Date

    That should give you the kind of report you need. I hope this helps! 


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