Analyzing your messaging tickets

<body>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Explore's prebuilt dashboard helps you analyze messaging tickets across web, mobile, and social channels. Access tabs like Overview, Efficiency, Assignee Activity, Unsolved Tickets, and First Reply Time to monitor metrics such as ticket volume, resolution times, and agent performance. Customize dashboards or create detailed reports to gain insights into customer satisfaction and support efficiency.</p>
</div>

<div class="body">

<p class="p">Zendesk Explore features a prebuilt dashboard to help you monitor your agent
performance and customer satisfaction across all messaging channels, including web,
mobile, and social messaging channels. The Messaging dashboard can help you analyze
information about the number of messaging tickets, resolution times, satisfaction, and
more.</p>
<div class="p">
<div class="note tip" id="analyzing_messaging__note_icb_dlb_y5b">
<span class="tiptitle">Tip:</span> You can edit and customize the Zendesk Messaging dashboard by
cloning it (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">Cloning dashboards</a> ). If you
need something more complex, you can write your own reports using a wide
range of metrics and attributes. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/360022179334" target="_blank">Creating reports</a>. </div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="analyzing_messaging__ul_e5d_2lb_y5b">
<li class="li"><a class="xref" href="#topic_dgv_flb_y5b">Accessing the Zendesk Messaging dashboard</a></li>
<li class="li"><a class="xref" href="#topic_bt5_glb_y5b">Understanding the Zendesk Messaging dashboard reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dgv_flb_y5b">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Zendesk Messaging dashboard</h2>
<div class="body">
<p class="p">Use the following procedure to access the Zendesk Messaging dashboard.</p>
<p class="p"><strong class="ph b">To access the dashboard</strong></p>
<div class="p">
<ol class="ol" id="topic_dgv_flb_y5b__ol_mgk_qlb_y5b">
<li class="li">In Explore, click the
<strong class="ph b">Dashboard</strong>
icon (
<img class="image" id="topic_dgv_flb_y5b__image_mwd_tlb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">).</li>
<li class="li">From the list of dashboards, click the
<strong class="ph b">Zendesk Messaging</strong>
dashboard.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_bt5_glb_y5b">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Zendesk Messaging dashboard reports</h2>
<div class="body">
<p class="p">The Zendesk Messaging dashboard contains the following tabs:</p>
<ul class="ul" id="topic_bt5_glb_y5b__ul_s5c_jmb_y5b">
<li class="li"><a class="xref" href="#topic_cvr_fmb_y5b">Overview tab</a></li>
<li class="li"><a class="xref" href="#topic_a1k_gmb_y5b">Efficiency tab</a></li>
<li class="li"><a class="xref" href="#topic_egc_hmb_y5b">Assignee activity tab</a></li>
<li class="li"><a class="xref" href="#topic_txt_hmb_y5b">Unsolved tickets tab</a></li>
<li class="li"><a class="xref" href="#topic_f22_ck3_hzb">First reply time tab</a></li>
</ul>
<p class="p">All reports in this dashboard use the
<strong class="ph b">Zendesk Chat</strong>
&gt;
<strong class="ph b">Messaging tickets</strong>
dataset. For details about the dataset, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724624097818" target="_blank">Metrics and attributes for Zendesk messaging</a>.</p>
<div class="p">
<div class="note note" id="topic_bt5_glb_y5b__note_dql_dmb_y5b">
<span class="notetitle">Note:</span>
Data is available only from September 20, 2022 and
after.
</div>
</div>
<div class="p">
<div class="note note" id="topic_bt5_glb_y5b__note_kn1_2mb_y5b">
<span class="notetitle">Note:</span>
The information in Explore dashboards is updated on a
schedule. The schedule depends on which Explore plan you are using. For details,
see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore
reporting</a>.
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_cvr_fmb_y5b">
<h3 class="title topictitle3" id="ariaid-title4">Overview tab</h3>
<div class="body">
<p class="p">The
<strong class="ph b">Overview</strong>
dashboard shows information about the number of messaging
tickets, resolution times, satisfaction, and more. You can filter the reports by
time, ticket group, ticket brand, ticket channel, and ticket priority.</p>
<p class="p"><strong class="ph b">To open the Overview dashboard tab</strong></p>
<ol class="ol" id="topic_cvr_fmb_y5b__ol_m53_fnb_y5b">
<li class="li">In Explore, click the
<strong class="ph b">Dashboard</strong>
icon (
<img class="image" id="topic_cvr_fmb_y5b__image_wz1_fnb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">).</li>
<li class="li">From the list of dashboards, click the
<strong class="ph b">Zendesk Messaging</strong>
dashboard.</li>
<li class="li">Click the
<strong class="ph b">Overview</strong>
tab.</li>
</ol>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_z52_4mb_y5b">
<h4 class="title topictitle4" id="ariaid-title5">Overview tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs) for the time range
you specify:</p>
<ul class="ul" id="topic_z52_4mb_y5b__ul_j3g_3nb_y5b">
<li class="li">
<strong class="ph b">Messaging tickets</strong>: The total number of messaging tickets created.</li>
<li class="li">
<strong class="ph b">Outside business hours</strong>: The number of messaging tickets that were
created outside your business hours (determined by the schedule that was
assigned at the time of ticket creation).</li>
<li class="li">
<strong class="ph b">Solved tickets</strong>: The number of messaging tickets created that are
in the Closed and Solved statuses.</li>
<li class="li">
<strong class="ph b">One-touch tickets</strong>: The percentage of messaging tickets that were
solved in the first interaction, determined by transitioning from Open
to Solved, without going through Pending or On-hold.</li>
<li class="li">
<strong class="ph b">Full resolution time</strong>: The median time between when a ticket was
created and when it was last resolved.</li>
<li class="li">
<strong class="ph b">Satisfaction score</strong>: The percentage of messaging tickets rated as
good from the total number of rated tickets.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_z52_4mb_y5b__image_vl1_tmb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_overview_kpis_updated.png" width="700"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_rcs_5mb_y5b">
<h4 class="title topictitle4" id="ariaid-title6">Overview tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports for the time range and data filters
you specify:</p>
<ul class="ul" id="topic_rcs_5mb_y5b__ul_adb_wnb_y5b">
<li class="li">
<strong class="ph b">Messaging tickets created by hour</strong>: The percentage of messaging tickets that were created
during each hour of the day, on average. <p class="p"><img class="image img-screenshot" id="topic_rcs_5mb_y5b__image_h51_f4b_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_overview_tickets_by_hour.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Average messaging tickets created by weekday</strong>: The number of messaging tickets that were
created during each weekday, on average. <p class="p"><img class="image img-screenshot" id="topic_rcs_5mb_y5b__image_sk2_g4b_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_overview_tickets_by_weekday.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Messaging tickets created by date</strong>: The number of messaging tickets created during the
last month, including the proportion of those that were
solved. <p class="p"><img class="image img-screenshot" id="topic_rcs_5mb_y5b__image_mrc_h4b_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_overview_tickets_by_date.png" width="700"></p>
</li>
<li class="li">
<strong class="ph b">Messaging tickets by selected attributes (top 10)</strong>: The percentage of messaging tickets
split by the values of the following attributes: Ticket
brand, Ticket channel, Ticket group, and Ticket priority.
If an attribute has more than 10 possible values, only the
top 10 are shown. <p class="p"><img class="image img-screenshot" id="topic_rcs_5mb_y5b__image_t4j_34b_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_overview_tickets_selected_attributes.png" width="700"></p>
</li>
<li class="li">
<strong class="ph b">Messaging tickets created by month/year</strong>: The number of messaging tickets created during
each month, with different years broken out into different
lines on the graph. <p class="p"><img class="image img-screenshot" id="topic_rcs_5mb_y5b__image_pqc_j4b_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_overview_tickets_by_month_year.png" width="700"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_a1k_gmb_y5b">
<h3 class="title topictitle3" id="ariaid-title7">Efficiency tab</h3>
<div class="body">
<p class="p">The
<strong class="ph b">Efficiency</strong>
dashboard shows information about how quickly your agents
reply to and resolve messaging tickets from customers. You can filter the
reports by time, ticket group, ticket brand, ticket channel, and ticket
priority.</p>
<p class="p"><strong class="ph b">To open the Efficiency dashboard tab</strong></p>
<ol class="ol" id="topic_a1k_gmb_y5b__ol_wnc_hqb_y5b">
<li class="li">In Explore, click the
<strong class="ph b">Dashboard</strong>
icon (
<img class="image" id="topic_a1k_gmb_y5b__image_xnc_hqb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">).</li>
<li class="li">From the list of dashboards, click the
<strong class="ph b">Zendesk Messaging</strong>
dashboard.</li>
<li class="li">Click the
<strong class="ph b">Efficiency</strong>
tab.</li>
</ol>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_qg1_xmb_y5b">
<h4 class="title topictitle4" id="ariaid-title8">Efficiency tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs) for the time range
you specify:</p>
<ul class="ul" id="topic_qg1_xmb_y5b__ul_nld_kwx_dyb">
<li class="li">
<strong class="ph b">First reply time</strong>: The median time between when a messaging ticket
was first created and when an agent first replied.</li>
<li class="li">
<strong class="ph b">First assignment time</strong>: The median time between when a
messaging ticket was created and the first time it was
assigned to an agent.</li>
<li class="li">
<strong class="ph b">Assignment to first reply</strong>: The median time between
when a messaging ticket was last assigned to an agent and
when the agent first replied.</li>
<li class="li">
<strong class="ph b">Requester wait time average</strong>: The median time that it
took for an agent to reply to an end user</li>
<li class="li">
<strong class="ph b">Full resolution time</strong>: The median time between when a
messaging ticket was created and when it was last
resolved.</li>
<li class="li">
<strong class="ph b">Handle time</strong>: The median time that the agent spent
interacting with the end user on the messaging
ticket.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_qg1_xmb_y5b__image_e3v_pqb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_efficiency_kpis_updated.png" width="700"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_y1t_xmb_y5b">
<h4 class="title topictitle4" id="ariaid-title9">Efficiency tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports for the time range and data filters
you specify:</p>
<ul class="ul" id="topic_y1t_xmb_y5b__ul_m1g_vqb_y5b">
<li class="li">
<strong class="ph b">First reply time brackets</strong>: The percentage of messaging tickets that had a first reply
within each of the predefined time brackets. <p class="p"><img class="image img-screenshot" id="topic_y1t_xmb_y5b__image_t11_yrb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_efficiency_first_reply_brackets.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Requester wait time average brackets</strong>: The percentage of messaging tickets for which the
requesters' average wait time for an agent response falls
within each of the predefined brackets, shown as a column
graph. <p class="p"><img class="image img-screenshot" id="topic_y1t_xmb_y5b__image_ig5_yrb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_efficiency_requester_wait_time_average_brackets.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Handle time brackets</strong>: The percentage of messaging tickets for which the median time the
agent spent interacting with the end user falls
within each of the predefined time brackets.
<p class="p"><img class="image img-screenshot" id="topic_y1t_xmb_y5b__image_mqz_zrb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_efficiency_handle_time_brackets.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">First reply and requester wait time average over time</strong>: The daily median number of minutes
it took for an agent to initially reply to an end
user and the average number of minutes it took for
a agents to respond to the end user, shown as two
separate lines on the graph. <p class="p"><img class="image img-screenshot" id="topic_y1t_xmb_y5b__image_zt1_bsb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_efficiency_first_reply_and_requester_wait_time.png" width="700"></p>
</li>
<li class="li">
<strong class="ph b">Full resolution time brackets</strong>: The median time between when a messaging ticket was
created and when it was las resolved, shown as a pie
chart.<p class="p"><img class="image img-screenshot" id="topic_y1t_xmb_y5b__image_p3d_csb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_efficiency_full_resolution_time_brackets.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Resolution funnel</strong>: The progression of messaging tickets from open
to solved. This report also shows reopened messaging tickets.
<p class="p"><img class="image" id="topic_y1t_xmb_y5b__image_ecd_qwx_dyb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_resolution_funnel.png" width="500"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_egc_hmb_y5b">
<h3 class="title topictitle3" id="ariaid-title10">Assignee activity tab</h3>
<div class="body">
<p class="p">The
<strong class="ph b">Assignee activity</strong>
dashboard shows information about agent performance
and includes reports on reply times, resolution times, number of one-touch
tickets, satisfaction ratings, tickets solved, and more. You can filter the
reports by time, ticket group, ticket brand, assignee name, ticket channel, and
ticket priority.</p>
<p class="p"><strong class="ph b">To open the Assignee activity dashboard tab</strong></p>
<ol class="ol" id="topic_egc_hmb_y5b__ol_ht2_lqb_y5b">
<li class="li">In Explore, click the
<strong class="ph b">Dashboard</strong>
icon (
<img class="image" id="topic_egc_hmb_y5b__image_it2_lqb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">).</li>
<li class="li">From the list of dashboards, click the
<strong class="ph b">Zendesk Messaging</strong>
dashboard.</li>
<li class="li">Click the
<strong class="ph b">Assignee activity</strong>
tab.</li>
</ol>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_btl_ymb_y5b">
<h4 class="title topictitle4" id="ariaid-title11">Assignee activity tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs) for the time range
you specify:</p>
<ul class="ul" id="topic_btl_ymb_y5b__ul_pbp_fsb_y5b">
<li class="li">
<strong class="ph b">Assignment to first reply</strong>: The median time between when a
messaging ticket was first assigned to an agent and when the agent first
replied.</li>
<li class="li">
<strong class="ph b">Median reply time</strong>: The median time that it took for an agent to
reply to an end user.</li>
<li class="li">
<strong class="ph b">Median time to resolution</strong>: The median time between when a
messaging ticket was created and when it was first resolved.</li>
<li class="li">
<strong class="ph b">Messaging tickets</strong>: The total number of messaging tickets created.</li>
<li class="li">
<strong class="ph b">One-touch tickets</strong>: The percentage of messaging tickets that were
solved in the first interaction, determined by transitioning from Open
to Solved, without going through Pending or On-hold.</li>
<li class="li">
<strong class="ph b">Reassigned tickets</strong>: The total number of messaging tickets that have been assigned to more
than one agent.</li>
<li class="li">
<strong class="ph b">Session ended by agent</strong>: The total number of messaging
tickets where the session was ended by the
agent.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_btl_ymb_y5b__image_cfq_rsb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_assignee_kpis_updated.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested3" id="topic_wrx_jqb_y5b">
<h4 class="title topictitle4" id="ariaid-title12">Assignee activity tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports for the time range and data filters
you specify:</p>
<ul class="ul" id="topic_wrx_jqb_y5b__ul_hvw_5sb_y5b">
<li class="li">
<strong class="ph b">Good vs. bad satisfaction tickets</strong>: The percentage of tickets with a satisfaction rating
of Good compared to the percentage of tickets with
a satisfaction rating of Bad. <p class="p"><img class="image img-screenshot" id="topic_wrx_jqb_y5b__image_wfr_dtb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_assignee_satisfaction.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Average reply time brackets</strong>: The percentage of messaging tickets for which the agent
median reply time falls within each of the predefined
brackets. <p class="p"><img class="image img-screenshot" id="topic_wrx_jqb_y5b__image_abf_ftb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_assignee_average_reply_time_brackets.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Satisfaction vs. median time to first resolution</strong>: The first resolution time and requester
wait time (the time it took for an agent to reply
to an end user) shown as two separate lines on the
graph, and the daily satisfaction score for each
of the predefined brackets. <p class="p"><img class="image img-screenshot" id="topic_wrx_jqb_y5b__image_vyb_gtb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_assignee_satisfaction_resolution.png" width="700"></p>
</li>
<li class="li">
<strong class="ph b">Assignee activity</strong>: A table showing the ticket, satisfaction,
handle time, reply time, and resolution time metrics for each agent or
group.
<p class="p"><img class="image img-screenshot" id="topic_wrx_jqb_y5b__image_j3x_gtb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_assignee_activity_updated.png" width="700"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_txt_hmb_y5b">
<h3 class="title topictitle3" id="ariaid-title13">Unsolved tickets tab</h3>
<div class="body">
<p class="p">The
<strong class="ph b">Unsolved tickets</strong>
dashboard shows information about your unsolved
tickets, including how many are unreplied to, how old the tickets are, what
status they’re in, who has the most unsolved tickets, and more. You can filter
the reports by ticket group, ticket brand, ticket channel, and ticket
priority.</p>
<p class="p"><strong class="ph b">To open the Unsolved tickets dashboard tab</strong></p>
<ol class="ol" id="topic_txt_hmb_y5b__ol_kxx_hqb_y5b">
<li class="li">In Explore, click the
<strong class="ph b">Dashboard</strong>
icon (
<img class="image" id="topic_txt_hmb_y5b__image_lxx_hqb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">).</li>
<li class="li">From the list of dashboards, click the
<strong class="ph b">Zendesk Messaging</strong>
dashboard.</li>
<li class="li">Click the
<strong class="ph b">Unsolved tickets</strong>
tab.</li>
</ol>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested3" id="topic_lg3_zmb_y5b">
<h4 class="title topictitle4" id="ariaid-title14">Unsolved tickets tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs) for the time range
you specify:</p>
<ul class="ul" id="topic_lg3_zmb_y5b__ul_qpt_4tb_y5b">
<li class="li">
<strong class="ph b">Unsolved messaging tickets</strong>: The number of messaging tickets that
are in the New, Open, Pending, or On-hold status.</li>
<li class="li">
<strong class="ph b">New and open tickets</strong>: The number of messaging tickets that are in
the New or Open status.</li>
<li class="li">
<strong class="ph b">Unreplied unsolved tickets</strong>: The number of tickets that are in the
New, Open, Pending, or On-hold status that don’t have an agent reply.</li>
<li class="li">
<strong class="ph b">Tickets age median</strong>: The median time since a ticket in the New,
Open, Pending, or On-hold status was created.</li>
<li class="li">
<strong class="ph b">Routing channel changed unsolved tickets</strong>:
The number of tickets in New, Open, Pending or
On-hold status, where a messaging ticket was
routed to another channel.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_lg3_zmb_y5b__image_z1y_mtb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_unsolved_KPIs.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested3" id="topic_lff_1nb_y5b">
<h4 class="title topictitle4" id="ariaid-title15">Unsolved tickets tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports for the time range and data filters
you specify:</p>
<ul class="ul" id="topic_lff_1nb_y5b__ul_p32_rtb_y5b">
<li class="li">
<strong class="ph b">Unsolved messaging ticket by status</strong>: The percentage of messaging tickets in the New,
Open, Pending, and On-hold statuses, broken out by ticket
status. <p class="p"><img class="image img-screenshot" id="topic_lff_1nb_y5b__image_trg_g5b_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_unsolved_ticket_status.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">New and open messaging ticket by assignment status</strong>: The percentage of tickets in the New
and Open status that have been assigned compared to those
that have not been assigned. <p class="p"><img class="image img-screenshot" id="topic_lff_1nb_y5b__image_aq5_h5b_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_unsolved_assignment_status.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved tickets by session ending reason</strong>: The percentage of messaging tickets in the
New, Open, Pending, and On-hold statuses, broken out by
messaging session ended reason: Agent ended the session,
Session ended by trigger, or Session ended due to channel
change.<p class="p"><img class="image" id="topic_lff_1nb_y5b__image_sql_ngq_bhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_unsolved_session_ending.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved messaging tickets by selected attributes</strong>: The percentage
of messaging tickets in each ticket status, split by the values of the
following attributes: Ticket brand, Ticket channel, Ticket group, and
Ticket priority. If an attribute has more than 10 possible values, only
the top 10 are shown.
<p class="p"><img class="image img-screenshot" id="topic_lff_1nb_y5b__image_vrs_35b_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_unsolved_selected_attributes.png" width="700"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved messaging tickets created by month</strong>: The number of
messaging tickets in the New, Open, Pending, and On-hold statuses that
were created each month.
<p class="p"><img class="image img-screenshot" id="topic_lff_1nb_y5b__image_k5x_j5b_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_unsolved_month.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved messaging tickets</strong>: The number of messaging tickets in
the New, Open, Pending, and On-hold statuses and the median age of those
tickets assigned to each agent or group.
<p class="p"><img class="image img-screenshot" id="topic_lff_1nb_y5b__image_xyz_k5b_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard_unsolved_tickets.png" width="600"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_f22_ck3_hzb">
<h3 class="title topictitle3" id="ariaid-title16">First reply time tab</h3>
<div class="body">
<p class="p">The
<strong class="ph b">First reply time</strong> dashboard helps you report on first reply times and
provides insights to improve your customer experience. It provides drill-down
information into how long it took for agents to be offered, accept, be assigned,
and reply to messaging tickets. You can filter the reports by date, ticket
group, ticket brand, channel, and ticket priority.</p>
<p class="p"><strong class="ph b">To open the First reply time dashboard tab</strong></p>
<div class="p">
<ol class="ol" id="topic_f22_ck3_hzb__ol_hl3_4k3_hzb">
<li class="li">In Explore, click the
<strong class="ph b">Dashboard</strong>
icon (
<img class="image" id="topic_f22_ck3_hzb__image_xgn_qk3_hzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">).</li>
<li class="li">From the list of dashboards, click the
<strong class="ph b">Zendesk Messaging</strong>
dashboard.</li>
<li class="li">Click the
<strong class="ph b">First reply time</strong> tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested3" id="topic_zrf_3k3_hzb">
<h4 class="title topictitle4" id="ariaid-title17">First reply time tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs) for the time range
you specify:</p>
<ul class="ul" id="topic_zrf_3k3_hzb__ul_oqf_vk3_hzb">
<li class="li">
<strong class="ph b">First reply time</strong>: The median time, in minutes, from ticket
creation to the first agent reply, excluding out-of-business hours.</li>
<li class="li">
<strong class="ph b">First offer time</strong>: The median time, in seconds, from ticket
creation to the first time it was offered to an agent, excluding
out-of-business hours.</li>
<li class="li">
<strong class="ph b">First offer to assignment</strong>: The median time spent in an offer state, in seconds, between
first offer and first assignment to an agent,
excluding out-of-business hours.</li>
<li class="li">
<strong class="ph b">Assignment to first reply</strong>: The median time between the last
assignment to an agent and the first reply from that agent, excluding
out-of-business hours.</li>
<li class="li">
<strong class="ph b">Offers</strong>: The number of times a messaging ticket was offered to
agents during its lifecycle.</li>
<li class="li">
<strong class="ph b">Tickets with multiple offers</strong>: The number of messaging tickets
that were offered to an agent, not accepted, and re-offered to other
agents.</li>
<li class="li">
<strong class="ph b">% Acceptance rate</strong>: The percentage of acceptance of all offers on
the ticket. One hundred percent indicates the ticket was accepted by all
the agents it was offered to.</li>
<li class="li">
<strong class="ph b">Queue entries</strong>: The number of times the ticket was placed in the
queue. A ticket is in the queue when it’s in a status of New or Open and
unassigned.</li>
<li class="li">
<strong class="ph b">Offers before first accept</strong>: The number of times a messaging
ticket was offered to agents before first acceptance.</li>
<li class="li">
<strong class="ph b">% First acceptance rate</strong>: The percentage of acceptance of first
offers on the ticket. One hundred percent indicates the ticket was
accepted by the first agent it was offered to.</li>
</ul>
<p class="p"><img class="image" id="topic_zrf_3k3_hzb__image_ivc_pl3_hzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_first_reply_tab_KPIs_1.png" width="600"></p>
<p class="p"><img class="image" id="topic_zrf_3k3_hzb__image_mkw_pl3_hzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_first_reply_tab_KPIs_2.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested3" id="topic_f5t_mk3_hzb">
<h4 class="title topictitle4" id="ariaid-title18">First reply time tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports for the time range and data filters
you specify:</p>
<ul class="ul" id="topic_f5t_mk3_hzb__ul_nfg_rl3_hzb">
<li class="li">
<strong class="ph b">First reply time drill down - Business hours (min)</strong>: The first
reply time broken down by first offer time, first offer to assignment
time, and assignment to first reply time.
<p class="p"><img class="image" id="topic_f5t_mk3_hzb__image_rqp_tl3_hzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_first_reply_tab_report_1.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">First reply time median by month in business
hours</strong>: The first reply time history over 12
months, broken down by first offer time, first
offer to assignment time, assignment to first
reply time, and first reply time.<p class="p"><img class="image" id="topic_f5t_mk3_hzb__image_qtk_5l3_hzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_first_reply_tab_report_2.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Group activity (First reply time drill down)</strong>: A table summarizing important metrics (like
first reply, first offer to assignment, and
acceptance rates) for each ticket group. <p class="p"><img class="image" id="topic_f5t_mk3_hzb__image_l2q_zjr_bhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_first_reply_tab_group_drill-down.png" width="700"></p>
</li>
</ul>
</div>
</div>
</div>
</div>
<script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>