Messaging reporting in Zendesk Agent Workspace

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<p class="p">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.</p>
<p class="p">For more information about messaging, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846454682" rel="noopener" target="_blank">About messaging</a>.</p>
<div class="p">Related articles:
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<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827107226" rel="noopener" target="_blank">Documentation resources for the Zendesk Agent Workspace</a></li>
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<h2 class="title topictitle2" id="ariaid-title2">About messaging reports</h2>
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<p class="p">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.</p>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;"><strong class="ph b">Prebuilt dashboard</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;"><strong class="ph b">What it shows</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;"><strong class="ph b">Example metrics</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align: top;"><strong class="ph b">How to customize the reports</strong></td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;">Zendesk Messaging dashboard</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;">Displays data about your Zendesk messaging tickets. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724611131418" rel="noopener" target="_blank">Overview of the Zendesk Messaging dashboard</a>.</td>
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<p class="p" dir="ltr">First reply time, median reply time, first resolution time, assignment to first reply time</p>
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<p class="p" dir="ltr">Messaging ticket volume</p>
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<p class="p" dir="ltr">One-touch tickets</p>
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<p class="p" dir="ltr">Satisfaction</p>
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<p class="p" dir="ltr">Agent activity</p>
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<p class="p" dir="ltr">Unsolved tickets</p>
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<td class="entry cell-norowborder" dir="ltr" style="vertical-align: top;">If you have Explore Professional, you can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" rel="noopener" target="_blank">create your own reports</a> using the same dataset that powers this dashboard. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724624097818" rel="noopener" target="_blank">Metrics and attributes for Zendesk messaging</a>.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;">Explore live dashboard</td>
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<p class="p" dir="ltr">Displays near-real-time information about your Zendesk products. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843771546" rel="noopener" target="_blank">Overview of the Explore live dashboard</a>.</p>
<p class="p" dir="ltr">From this dashboard, you can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746-Seeing-live-agent-status-and-activities#topic_m2r_z3c_psb" rel="noopener" target="_blank">drill in to see the specific messaging tickets</a> that agents are working on.</p>
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<p class="p" dir="ltr">Agents online</p>
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<p class="p" dir="ltr">Conversations in queue</p>
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<p class="p" dir="ltr">Messaging ticket volume</p>
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<p class="p" dir="ltr">Satisfaction</p>
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<p class="p" dir="ltr">Wait times</p>
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<span class="notetitle">Note:</span> On the live dashboard, messaging metrics don't include data from social messaging channels, such as WhatsApp, Facebook Messenger, and Twilio SMS.</div>
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<td class="entry cell-norowborder" dir="ltr" style="vertical-align: top;">If you have Explore Enterprise, you can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846742042" rel="noopener" target="_blank">add live data widgets to dashboards</a>. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843357210-Live-data-widgets-for-Explore-dashboards#ariaid-title5" rel="noopener" target="_blank">Live data widgets for Explore dashboards</a> for a list of messaging-specific widgets.</td>
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<td class="entry row-nocellborder" dir="ltr" style="vertical-align: top;">Zendesk Support dashboard</td>
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<p class="p" dir="ltr">Displays your Zendesk Support data, which you can filter by messaging channel. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835985434" rel="noopener" target="_blank">Overview of the Zendesk Support dashboard</a>.</p>
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<p class="p" dir="ltr">Ticket volume</p>
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<p class="p" dir="ltr">Tickets solved</p>
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<p class="p" dir="ltr">Resolution times</p>
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<div class="note" id="topic_vgm_vd4_dmb__note_ypk_smn_cvb">
<span class="notetitle">Note:</span> 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.</div>
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<td class="entry cellrowborder" dir="ltr" style="vertical-align: top;">If you have Explore Professional, you can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" rel="noopener" target="_blank">create your own reports</a> using the same datasets that power this dashboard. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594" rel="noopener" target="_blank">Metrics and attributes for Zendesk Support</a>.</td>
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