Explore recipe: Reporting on messaging tickets with ended sessions





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Professional, Enterprise, or Enterprise Plus






This recipe will help you create a report that identifies the volume of messaging tickets
where the messaging session ended while the ticket was in the queue.
This article contains the following topics:

What you’ll need
Creating a standard calculated
attribute
Reporting on volume of messaging
tickets that were abandoned in the queue

Related recipes:


Recipe: Managing a surge in messaging traffic
(messaging routing configuration)
Recipe: Managing a surge in messaging traffic
(omnichannel routing configuration)
Recipe: Managing a surge in messaging traffic
using custom queues
Recipe: Managing tickets created outside of
business hours using End session as a ticket trigger action




What you’ll need



Skill level: Beginner
Time required: 10 minutes

Zendesk Explore Professional or Enterprise

Editor or Admin permissions (see Giving users access to
Explore)
End session activated (see Allowing agents to end messaging
sessions)






Creating a standard calculated attribute



First, you’ll create a standard calculated attribute that returns
Yes or No to indicate whether the messaging session ended while the ticket
was still in the queue. To do so, create a standard calculated
attribute in the Chat - Messaging tickets dataset
with the following details:


Name: Abandoned in the queue


Formula: IF (INCLUDES_ANY([Ticket tags],
"abandoned_queue")) THEN "Yes" ELSE "No" ENDIF


You’ll use this attribute in the reports described below, but you can
alsouse this attribute as a filter
in other reports or dashboards that you create in order to slice the results by
the ones abandoned in the queue. See the metrics impacted when the messaging
ticket session ended while in the queue.




Reporting on volume of messaging tickets that were abandoned in the queue

You can also create a report that shows the volume of solved tickets where a
suggested reply was accepted.
To create the report


In Explore, click the Reports ( ) icon.
In the Reports library, click New report.
On the Select a dataset page, select the following datasets depending
on which type of tickets you want to report on:

Chat - Messaging tickets



Click Start report. The report builder opens.
In the Metrics panel, click Add and select the following
metric, depending on which dataset you’re using:


Chat - Messaging tickets: Messaging
tickets




In the Rows panel, click Add and select Abandoned in the
queue (the attribute you created above).
Note: If you don’t see your
attribute, make sure you created it in the correct dataset.





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