Explore recipe: Auditing agent engagement activities in a chat

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Support with | Explore Professional or Enterprise

Learn how to audit agent interactions in a chat to check the flow of a chat session, such as the agent actions and the corresponding timestamps.

This recipe uses the Chat: Engagements dataset and various attributes to display the agent engagement data.

This article contains the below topics:

What you’ll need

Create the report

Analyze the result

What you’ll need

Skill level: Intermediate

Time required: 10 mins

Zendesk Explore Professional or Enterprise

Editor or Admin permissions (see Giving agents access to Explore)

Chat data in Zendesk

Create the report

In Explore, click the reports () icon.

In the Reports library, click New report.

On the Select a dataset page, click Chat > Chat - Engagement, then click Start report. The report builder opens.

In the Metrics panel, click Add.

From the list, select Engagements then click Apply.

In the Rows panel, click Add.

From the list, select Ticket ID, Engagement - Timestamp, Agent name, Engagement assignment then click Apply. Add any other attributes to surface more details about the engagement activities.

Add a filter for Ticket ID or Chat ID to narrow your results.

Analyze the result

In the example table below, the chat request first routes to Agent A. Agent A doesn’t respond within 30 seconds, so the system routes the chat to Agent B, who also missed the chat. The chat routes between both agents again before Agent A accepts it.