Explore recipe: Reporting on messaging tickets with ended sessions

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<p class="p">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. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_recipe-messaging_tickets_ended_session__ul_b2r_jmg_4fc">
<li class="li"><a class="xref" href="#topic_brn_fjg_4fc">What you’ll need</a></li>
<li class="li"><a class="xref" href="#topic_mhx_fjg_4fc">Creating a standard calculated
attribute</a></li>
<li class="li"><a class="xref" href="#topic_fsj_gjg_4fc">Reporting on volume of messaging
tickets that were abandoned in the queue</a></li>
</ul>
<p class="p">Related recipes:</p>
<div class="p">
<ul class="ul">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9339278067482" target="_blank">Recipe: Managing a surge in messaging traffic
(messaging routing configuration)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9339297143834" target="_blank">Recipe: Managing a surge in messaging traffic
(omnichannel routing configuration)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9340044504602" target="_blank">Recipe: Managing a surge in messaging traffic
using custom queues</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9340032656026" target="_blank">Recipe: Managing tickets created outside of
business hours using End session as a ticket trigger action</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_brn_fjg_4fc">
<h2 class="title topictitle2" id="ariaid-title2"><strong class="ph b">What you’ll need</strong></h2>
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<div class="div">
<p class="p" dir="ltr">Skill level: <em class="ph i">Beginner</em></p>
<p class="p" dir="ltr">Time required: <em class="ph i">10 minutes</em></p>
<ul class="ul" id="topic_brn_fjg_4fc__ul_rs4_kjg_4fc">
<li class="li" dir="ltr">Zendesk Explore Professional or Enterprise
</li>
<li class="li" dir="ltr">Editor or Admin permissions (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_blank">Giving users access to
Explore</a>) </li>
<li class="li" dir="ltr">End session activated (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8372292195354" target="_blank">Allowing agents to end messaging
sessions</a>) </li>
</ul>
</div>
</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_mhx_fjg_4fc">
<h2 class="title topictitle2" id="ariaid-title3">Creating a standard calculated attribute</h2>
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<p class="p" dir="ltr">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, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824243738#topic_hjf_hdb_hv" target="_blank">create a standard calculated
attribute</a> in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724624097818" target="_blank">Chat - Messaging tickets dataset</a>
with the following details:</p>
<ul class="ul" id="topic_mhx_fjg_4fc__ul_qtp_slg_4fc">
<li class="li" dir="ltr">
<strong class="ph b">Name:</strong> Abandoned in the queue
</li>
<li class="li" dir="ltr">
<strong class="ph b">Formula:</strong> IF (INCLUDES_ANY([Ticket tags],
"abandoned_queue")) THEN "Yes" ELSE "No" ENDIF
</li>
</ul>
You’ll use this attribute in the reports described below, but you can
also<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825475354" target="_blank"><u class="ph u">use this attribute as a filter</u></a>
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.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_fsj_gjg_4fc">
<h2 class="title topictitle2" id="ariaid-title4">Reporting on volume of messaging tickets that were abandoned in the queue</h2>
<div class="body">
<p class="p">You can also create a report that shows the volume of solved tickets where a
suggested reply was accepted.</p>
<p class="p"><strong class="ph b">To create the report</strong></p>
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<ol class="ol" id="topic_fsj_gjg_4fc__ol_wnj_ylg_4fc">
<li class="li">In Explore, click the Reports (<img class="image" id="topic_fsj_gjg_4fc__image_w14_1mg_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png">) icon.</li>
<li class="li">In the Reports library, click <strong class="ph b">New report</strong>.</li>
<li class="li">On the <strong class="ph b">Select a dataset</strong> page, select the following datasets depending
on which type of tickets you want to report on:<div class="p">
<ul class="ul" id="topic_fsj_gjg_4fc__ul_fwh_cmg_4fc">
<li class="li"><strong class="ph b">Chat - Messaging tickets</strong></li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Start report</strong>. The report builder opens.</li>
<li class="li">In the <strong class="ph b">Metrics</strong> panel, click <strong class="ph b">Add</strong> and select the following
metric, depending on which dataset you’re using:<div class="p">
<ul class="ul" id="topic_fsj_gjg_4fc__ul_ej4_2mg_4fc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Chat - Messaging tickets: <strong class="ph b">Messaging
tickets</strong></p>
</li>
</ul>
</div>
</li>
<li class="li">In the <strong class="ph b">Rows</strong> panel, click <strong class="ph b">Add</strong> and select <strong class="ph b">Abandoned in the
queue</strong> (the attribute you <a class="xref" href="#topic_mhx_fjg_4fc">created above</a>).<div class="note note">
<span class="notetitle">Note:</span> If you don’t see your
attribute, make sure you created it in the correct dataset.</div>
</li>
</ol>
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