Messaging reporting in Zendesk Agent Workspace

This article describes the basics of the Explore reporting options for all messaging channels in the Zendesk Agent Workspace. This includes web, mobile, and social messaging channels.
For more information about messaging, see About messaging.
Related articles:

Documentation resources for the Zendesk Agent Workspace




About messaging reports

Zendesk features several prebuilt dashboards for reporting on messaging, each of which can be further customized. The table below summarizes the available messaging reporting options.






Prebuilt dashboard
What it shows
Example metrics
How to customize the reports


Zendesk Messaging dashboard
Displays data about your Zendesk messaging tickets. See Overview of the Zendesk Messaging dashboard.



First reply time, median reply time, first resolution time, assignment to first reply time


Messaging ticket volume


One-touch tickets


Satisfaction


Agent activity


Unsolved tickets



If you have Explore Professional, you can also create your own reports using the same dataset that powers this dashboard. See Metrics and attributes for Zendesk messaging.


Explore live dashboard

Displays near-real-time information about your Zendesk products. See Overview of the Explore live dashboard.
From this dashboard, you can also drill in to see the specific messaging tickets that agents are working on.




Agents online


Conversations in queue


Messaging ticket volume


Satisfaction


Wait times




Note: On the live dashboard, messaging metrics don't include data from social messaging channels, such as WhatsApp, Facebook Messenger, and Twilio SMS.


If you have Explore Enterprise, you can also add live data widgets to dashboards. See Live data widgets for Explore dashboards for a list of messaging-specific widgets.


Zendesk Support dashboard

Displays your Zendesk Support data, which you can filter by messaging channel. See Overview of the Zendesk Support dashboard.




Ticket volume


Tickets solved


Resolution times




Note: On this dashboard, metrics such as Unreplied tickets, % One-touch, Two-touch solves, Comments (all user types), and Agent updates consider only email replies on the ticket.


If you have Explore Professional, you can also create your own reports using the same datasets that power this dashboard. See Metrics and attributes for Zendesk Support.







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