Explore recipe: Reporting on messaging tickets with ended sessions

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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.