Average Chat Duration and Concurrency

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  • Ramin Shokrizadeh
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    Hi Jao,

    If you are looking at the metric in Chat reports tab, its average across all agents during the specified time frame.

    If you are looking at the metric in the leaderboard inside the Agent reports tab, it is the average across all chats for that agent during the specified time frame/department filters.

    The definition of the metrics in Analytics exports can be found here: https://chat.zendesk.com/hc/en-us/articles/212016748-Analytics-CSV-glossary-Professional-and-Enterprise-

    Agent limits are not considered in the calculation of the metrics, but you could assume that the more chats an agent is handling at once the average duration would go up also (depending on the type of queries the agent is handling).

    -Ramin

     

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  • pstrauss
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    Are the Average and Max Concurrency Metrics for Chat and Talk not available in Explore? We use this data in Insights, and are afraid that it will eventually go away if it's not available in Explore.

    Also is there any way to filter these metrics by brand for a multi-brand account?

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  • Brett - Community Manager
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    Hey Pstrauss,

    I wasn't able to find these metrics you mentioned in Explore at this time. You can find a full list of available metrics for Chat and Talk by viewing the following articles:

    Let me know if you have any other questions for me!

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  • pstrauss
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    Are we still going to be able to use Insight for this data, or is that tool being retired? If so, are there any plans to add these metrics to Explore?

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  • Brett - Community Manager
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    Hey pstrauss,

    The long term plan is to have Explore replace Insights, but there's been no date set for when this will occur. Rest assured this will be communicated well in advance so you wouldn't lose access right away.

    I can't say whether these metrics will be available in Explore, however, our product managers are always accepting feedback and are actively making improvements to the Explore product.

    I'll be sure to pass your concerns along to the appropriate team :)

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