Metrics and attributes for live chat

Live chat and messaging Professional or Enterprise









Use this article to discover the metrics and attributes you can use to build Explore
reports based on your usage of Zendesk Chat. These datasets are also used for the Chat prebuilt dashboards.
For more information about how to create reports with Explore, see Creating reports.


Tip: On the dataset selection page, the live chat
datasets are grouped with the messaging dataset. For more information on the
messaging dataset, see Metrics and attributes for Zendesk messaging.

This article contains the following topics:
Engagement dataset
Chat Concurrency
dataset




Engagement dataset

The Engagement dataset contains metrics and attributes that relate to your Chat
engagement. This section lists all the available elements for the dataset, and
contains the following topics:

Engagement dataset schema
Engagement metrics
Engagement attributes



Engagement dataset schema

Use this diagram to help you understand the elements of the Engagement dataset
and their relationships.




Engagement metrics

This section lists and defines all of the Engagement metrics available.
Chat engagement time-based metrics begin measuring specifically when an
agent interacts with a chat. Other Chat time-based metrics begin
measuring when an end user (or a representative, such as an agent or trigger,
beginning a chat on their behalf) interacts with the chat.


Note: Messaging tickets are not calculated as part of the Chat Engagements
dataset.



Table 1. Engagement metrics







Metric
Definition
Calculation




Chats
The number of Chat sessions.
IF ([Chat type - Unsorted]!="Offline Message") THEN [Chat ID]
ENDIF


Served chats
The number of Chat sessions served by agents. A Chat session
can have multiple agent engagements, but only one served
chat.
IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
completion]!="Missed") THEN [Chat ID] ENDIF


Completed chats
The number of Chat sessions successfully completed by agents
(excludes agent-dropped and missed chats).
IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
completion]="Completed") THEN [Chat ID] ENDIF


Non-completed chats
The number of chat sessions dropped or missed by
agents.
IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
completion]!="Completed") THEN [Chat ID] ENDIF


Dropped chats
The number of chats accepted by or assigned to the agent
where the end user responds to an agent message, then leaves the
chat.
IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
completion]="Dropped") THEN [Chat ID] ENDIF


Deleted chats
The number of chat sessions which were deleted.
IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
deleted]="true") THEN [Chat ID] ENDIF


Skills fulfilled chats
The number of chats that were served by the agent with the
required set of skills.
IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
skills fulfilled]="true") THEN [Chat ID] ENDIF


Transferred chats
The number of chats that were transferred to other
departments or agents.
IF ([Chat type - Unsorted]!="Offline Message" AND [Engagement
started by]="Transfer") THEN [Chat ID] ENDIF


Trigger fired chats
The number of chats on which the system trigger had
fired.
IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
trigger fired]="true") THEN [Chat ID] ENDIF


Offline messages
The number of offline message left when no agents were
online.
IF ([Chat type - Unsorted]="Offline Message") THEN [Chat ID]
ENDIF


% Chat completion rate
The percentage of completed chats from the total amount of
chats.
D_COUNT(Completed chats)/D_COUNT(Chats)


% Chat drop rate
The percentage of chats dropped by agents from the total
amount of chats.
D_COUNT(Dropped chats)/D_COUNT(Chats)


% Chat skill fulfillment rate
The percentage of chats that were served by the agent with
the required set of skills from the total amount of
chats.
D_COUNT(Skills fulfilled chats)/D_COUNT(Chats)


% Chat transfer rate
The percentage of chats that were transferred to other
departments or agents from the total amount of chats.
D_COUNT(Transferred chats)/D_COUNT(Chats)


% Chat trigger fired rate
The percentage of chats on which the system trigger had fired
(was executed) from the total amount of chats.
D_COUNT(Trigger fired chats)/D_COUNT(Chats)


Chats - Daily average
The average number of chats started each day.
D_COUNT(Chats)/DCOUNT_VALUES([Chat started - Date])


Inbound chats
The number of inbound chats initiated by end users.
IF ([Chat type - Unsorted]="Inbound") THEN [Chat ID]
ENDIF


Completed inbound chats
The number of inbound chats successfully completed by agents
(excludes the agent dropped and missed chats). The inbound chat
sessions are initiated by end users (end users).
IF ([Chat type - Unsorted]="Inbound" AND [Chat
completion]="Completed") THEN [Chat ID] ENDIF


Missed inbound chats
The number of inbound chat sessions where the end user ends
the chat without an agent response. The inbound chat sessions
are initiated by end users.
IF ([Chat type - Unsorted]="Inbound" AND [Chat
completion]="Missed") THEN [Chat ID] ENDIF


Trigger fired inbound chats
The number of inbound chats on which the system trigger had
fired. The inbound chat sessions are initiated by end
users.
IF ([Chat type - Unsorted]="Inbound" AND [Chat trigger
fired]="true") THEN [Chat ID] ENDIF


% Chat inbound rate
The percentage of chats initiated by end users from the total
number of chats.
D_COUNT(Inbound chats)/D_COUNT(Chats)


% Chat miss rate
The percentage of chats missed from the total number of
chats.
D_COUNT(Missed inbound chats)/D_COUNT(Chats)


Inbound chats - Daily average
The average number of inbound chats started each day.
D_COUNT(Inbound chats)/DCOUNT_VALUES([Chat started -
Date])


Outbound chats
The number of outbound chats initiated by agents.
IF ([Chat type - Unsorted]="Outbound") THEN [Chat ID]
ENDIF


Completed outbound chats
The number of outbound chats successfully completed by agents
(excludes the agent dropped chats). The outbound chats are
initiated by agents.
IF ([Chat type - Unsorted]="Outbound" AND [Chat
completion]="Completed") THEN [Chat ID] ENDIF


Non-engaged outbound chats
The number of outbound chats that were started by an agent
but didn't engage the end user to start the chat
conversation.
IF ([Chat type - Unsorted]="Outbound" AND [Chat
completion]="Not Engaged") THEN [Chat ID] ENDIF


Trigger fired outbound chats
The number of outbound chats on which the system trigger
fired (was executed). The outbound chats are initiated by
agents.
IF ([Chat type - Unsorted]="Outbound" AND [Chat trigger
fired]="true") THEN [Chat ID]ENDIF


% Chat outbound rate
The percentage of chats initiated by agents from the total
number of chats.
D_COUNT(Outbound chats)/D_COUNT(Chats)


Outbound chats - Daily average
The average number of outbound chats started each
day.
D_COUNT(Outbound chats)/DCOUNT_VALUES([Chat started -
Date])


Good satisfaction chats
The number of chat sessions rated by the end user as
good.
IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
satisfaction rating]="Good") THEN [Chat ID] THEN [Chat
ID]


Bad satisfaction chats
The number of chat sessions rated by the end user as
bad.
IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
satisfaction rating]="Bad") THEN [Chat ID] ENDIF


Rated satisfaction chats
The total number of chat sessions rated by the end user as
good or bad.
IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
satisfaction rating]!=NULL) THEN [Chat ID] ENDIF


% Chat satisfaction score
The percentage of chat sessions rated by the end user as good
from the total number of rated chats.
D_COUNT(Good satisfaction chats)/D_COUNT(Rated satisfaction
chats)


% Chat satisfaction rated
The percentage of chat sessions rated by the end user as good
or bad from the total number of chats.
D_COUNT(Rated satisfaction chats)/D_COUNT(Chats)


Chat messages
The number of comments submitted during the chat session by
the end user or agent.
(Chat messages)


Chat agent messages
Refers to the number of comments entered by an agent during
the Chat session.
(Chat agent messages)


Chat visitor messages
The number of comments submitted during the chat session by
the end user.
(Chat visitor messages)


Engagements
The number of chat engagements. During a chat session, end
users can interact with multiple agents. Each interaction is
counted as a different engagement.
[Engagement ID]


Assignments
The number of engagements which were assigned to agents.
During a chat session, end users can interact with multiple
agents. Each interaction is counted as different
engagement.
IF ([Engagement assignment]!="Self-assigned") THEN
[Engagement ID] ENDIF


Missed assignments
The number of engagements which were assigned to the agent
but were missed (no agent reply). During a chat session, end
users can interact with multiple agents. Each interaction is
counted as a different engagement.
IF ([Engagement assignment]="Assignment Missed") THEN
[Engagement ID] ENDIF


Accepted assignments
The number of engagements which were assigned to an agent and
accepted. During a chat session, end users can interact with
multiple agents. Each interaction is counted as a different
engagement.
IF ([Engagement assignment]="Assignment Accepted") THEN
[Engagement ID] ENDIF


Self-assignments
The number of engagements to which an agent assigned
themselves. During a chat session, the end user can interact
with multiple agents. Each interaction is counted as a different
engagement.
IF ([Engagement assignment]="Self-assigned") THEN [Engagement
ID] ENDIF


Skill fulfilments
The number of chat engagements that were served by the agent
with the required set of skills. During a chat session, the end
user can interact with multiple agents. Each interaction is
counted as a different engagement.
IF ([Engagement skills fulfilled]="true") THEN [Engagement
ID] ENDIF


Transfers
The number of chat engagements that were transferred to other
departments or agents. During a chat session, the end user can
interact with multiple agents. Each interaction is counted as a
different engagement.
IF ([Chat started by]="Transfer") THEN [Engagement ID] ENDIF



% Assignment acceptance rate
The percentage of assignments which were assigned and
accepted by an agent to the total number of agent
assignments.
D_COUNT(Accepted assignments)/D_COUNT(Assignments)


Good satisfaction engagements
The number of chat engagements rated by the end user as good.
During a chat session, the end user can interact with multiple
agents. Each interaction is counted as a different
engagement.

IF ([Engagement satisfaction rating]="Good") THEN [Engagement
ID] ENDIF



Bad satisfaction engagements
The number of chat engagements rated by the end user as bad.
During a chat session, the end user can interact with multiple
agents. Each interaction is counted as a different
engagement.

IF ([Engagement satisfaction rating]="Bad") THEN [Engagement
ID] ENDIF



Rated satisfaction engagements
The total number of chat engagements rated by the end user as
good or bad. During a chat session, the end user can interact
with multiple agents. Each interaction is counted as a different
engagement.

IF ([Engagement satisfaction rating]!=NULL) THEN [Engagement
ID] ENDIF



% Engagement satisfaction score
The percentage of chat engagements rated by the end user as
good from the total number of rated engagements. During a chat
session, the end user can interact with multiple agents. Each
interaction is counted as a different engagement.
D_COUNT(Good satisfaction engagements)/D_COUNT(Rated
satisfaction engagements)


% Engagement satisfaction rated
The percentage of chat engagements rated by the end user as
good or bad from the total number of engagements. During a chat
session, the end user can interact with multiple agents. Each
interaction is counted as a different engagement.
D_COUNT(Rated satisfaction
engagements)/D_COUNT(Engagements)


Engagement messages
The number of comments submitted during the chat engagement
by the end user or agent. During a chat session, the end user
can interact with multiple agents. Each interaction is counted
as a different engagement.
(Engagement messages)


Engagement agent messages
The number of comments submitted during the chat engagement
by the agent. During a chat session, the end user can interact
with multiple agents. Each interaction is counted as a different
engagement.
(Engagement agent messages)


Engagement visitor messages
The number of comments submitted during the chat engagement
by the end user. During a chat session, the end user can
interact with multiple agents. Each interaction is counted as a
different engagement.
(Engagement visitor messages)


Chat duration (sec)
The time duration from the first to the last chat message in
seconds. The first message can come from an end user or from a
proactive chat trigger.
(Chat duration (sec))


Chat wait time (sec)
The time the end user waited for the first reply from an
agent. If no agent replies, then this returns the total time the
end user waited before leaving the chat session.
IF [Chat completion]="Missed" THEN VALUE(Chat no reply time
(sec)) ELSE VALUE(Chat first reply time (sec)) ENDIF


Chat first reply time (sec)
The time in seconds between the end user joining the chat and
the agent's first response. An end user joins a chat when they
send the first chat message or reply to a proactive message.
(Chat first reply time (sec))


Chat average reply time (sec)
The average time in seconds it took for agent to reply to end
user comments during the chat session.
(Chat average reply time (sec))


Chat longest reply time (sec)
The maximum time in seconds it took for agent to reply to end
user comments during the chat session.
(Chat longest reply time (sec))


Chat no reply time (sec)
The time in seconds from the end user's last unanswered
comment to the end user leaving the chat session.
(Chat no reply time (sec))


Chat missed no reply time (sec)
The time from the end user's last comment to the end user
leaving the chat session without getting an agent reply.
IF [Chat completion]="Missed" THEN VALUE(Chat no reply time
(sec)) ENDIF


Chat dropped no reply time (sec)
The time from the end user's last comment to the end user
leaving the chat session without getting a reply.
IF [Chat completion]="Dropped" THEN VALUE(Chat no reply time
(sec)) ENDIF


Chat duration (min)
The time duration from the first to the last chat message in
minutes. The first message can come from an end user or from a
proactive chat trigger.
VALUE(Chat duration (sec))/60


Chat wait time (min)
The time the end user waited for the first reply from an
agent. If no agent replies, then this returns the total time the
end user waited before leaving the chat session.
IF [Chat completion]="Missed" THEN VALUE(Chat no reply time
(sec))/60 ELSE VALUE(Chat first reply time (sec))/60
ENDIF


Chat first reply time (min)
The time in minutes between the end user joining the chat and
the agent's first response. An end user joins a chat when they
send the first chat message or reply to a proactive
message.
VALUE(Chat first reply time (sec))/60


Chat average reply time (min)
The average time in minutes it took for agent to reply to end
user comments during the chat session.
VALUE(Chat average reply time (sec))/60


Chat longest reply time (min)
The maximum time in minutes it took for agent to reply to end
user comments during the chat session.
VALUE(Chat longest reply time (sec))/60


Chat no reply time (min)
The time in seconds from the end user's last unanswered
comment to the end user leaving the chat session.
VALUE(Chat no reply time (sec))/60


Chat missed no reply time (min)
The time from the vistior's last comment to the end user
leaving the chat session without getting an agent reply.
IF [Chat completion]="Missed" THEN VALUE(Chat no reply time
(sec))/60 ENDIF


Chat dropped no reply time (min)
The time from the end user's last comment to the end user
leaving the chat session without getting a reply.
IF [Chat completion]="Dropped" THEN VALUE(Chat no reply time
(sec))/60 ENDIF


Chat duration (hrs)
The time duration from the first to the last chat message in
minutes. The first message can come from an end user or from a
proactive chat trigger.
VALUE(Chat duration (sec))/60/60


Chat wait time (hrs)
The time the end user waited for the first reply from an
agent. If no agent replies, then this returns the total time the
end user waited before leaving the chat session.
IF [Chat completion]="Missed" THEN VALUE(Chat no reply time
(sec))/60/60 ELSE VALUE(Chat first reply time (sec))/60/60
ENDIF


Chat first reply time (hrs)
The time in hours between the end user joining the chat and
the agent's first response. An end user joins a chat when they
send the first chat message or reply to a proactive
message.
VALUE(Chat first reply time (sec))/60/60


Chat average reply time (hrs)
The average time in minutes it took for agent to reply to end
user comments during the chat session.
VALUE(Chat average reply time (sec))/60/60


Chat longest reply time (hrs)
The maximum time in minutes it took for agent to reply to end
user comments during the chat session.
VALUE(Chat longest reply time (sec))/60/60


Chat no reply time (hrs)
The time in seconds from the end user's last unanswered
comment to the end user leaving the chat session.
VALUE(Chat no reply time (sec))/60/60


Chat missed no reply time (hrs)
The time from the end user's last comment to the end user
leaving the chat session without getting an agent reply.
IF [Chat completion]="Missed" THEN VALUE(Chat no reply time
(sec))/60/60 ENDIF


Chat dropped no reply time (hrs)
The time from the end user's last comment to the end user
leaving the chat session without getting a reply.
IF [Chat completion]="Dropped" THEN VALUE(Chat no reply time
(sec))/60/60 ENDIF


Engagement duration (sec)
The time in seconds from the agent joining the chat to when
the end user or agent leaves the chat, whichever occurs first.
During a chat session, the end user can interact with multiple
agents. Each interaction is counted as a different
engagement. When assigned routing is enabled, the timer
starts counting when chats are offered to
agents.

Engagement duration (sec)


Engagement first reply time (sec)
During a chat session, the end user can interact with
multiple agents. Each interaction is counted as a different
engagement. For assignment routing mode, this is the time
in seconds between the agent’s assignment time to the chat
and the agent's first response.
For broadcast routing
mode, this is the time in seconds between the end user's
first unanswered message to the agent's first
response.

Engagement first reply time (sec)


Engagement average reply time (sec)
The average time it took for the agent to reply to each of
the end user's messages in the engagement.
Engagement average reply time (sec)


Engagement longest reply time (sec)
The maximum time it took for an agent to reply to an end user
comment during the chat engagement.
Engagement longest reply time (sec)


Engagement duration (min)
The time in minutes from the agent joining the chat to when
the end user or agent leaves the chat, whichever occurs first.
During a chat session, the end user can interact with multiple
agents. Each interaction is counted as a different
engagement.
VALUE(Engagement duration (sec))/60


Engagement first reply time (min)
During a chat session, the end user can interact with
multiple agents. Each interaction is counted as a different
engagement. For assignment routing mode, this is the time
in minutes between the agent’s assignment time to the chat
and the agent's first response.
For broadcast routing
mode, this is the time in minutes between the end user's
first unanswered message to the agent's first
response.

VALUE(Engagement first reply time (sec))/60


Engagement average reply time (min)
The average time it took for the agent to reply to each of
the end user's messages in the
engagement.
VALUE(Engagement average reply time (sec))/60


Engagement longest reply time (min)
The maximum time it took for an agent to reply to an end
user's comment during the chat engagement.
VALUE(Engagement longest reply time (sec))/60


Engagement duration (hrs)
The time in hours from the agent joining the chat to when the
end user or agent leaves the chat, whichever occurs first.
During a chat session, the end user can interact with multiple
agents. Each interaction is counted as a different
engagement.
VALUE(Engagement duration (sec))/60/60


Engagement first reply time (hrs)
During a chat session, the end user can interact with
multiple agents. Each interaction is counted as a different
engagement. For assignment routing mode, this is the time
in hours between the agent’s assignment time to the chat and
the agent's first response.
For broadcast routing
mode, this is the time in hours between the end user's first
unanswered message to the agent's first
response.

VALUE(Engagement first reply time (sec))/60/60


Engagement average reply time (hrs)
The average time it took for the agent to reply to each of
the end user's messages in the engagement.
VALUE(Engagement average reply time (sec))/60/60


Engagement longest reply time (hrs)
The maximum time it took for an agent to reply to a end
user's comment during the chat engagement.
VALUE(Engagement longest reply time (sec))/60/60







Engagement attributes

This section lists and defines all the Engagement attributes available.


Table 2. Engagement attributes






Attribute
Definition




Chat ID
The system ID of the Chat session.


Chat type
The specific chat type being assigned depending on the way it
was initiated. Refers to unsorted values of this
attribute.


Chat started by
The way chat session was started. Who or what started the
chat session? Values: Agent, Visitor and Trigger.


Chat completion
The specific status assigned depending on the way the chat
session was completed. Values include Missed, Dropped,
Completed, and Not Engaged.


Chat department
The department to which the Chat session was
assigned.


Chat deleted
States if a Chat message was deleted. Can be True or
False.


Chat satisfaction rating
The satisfaction rating that end user left during or after
the chat session. Values: Good, Bad or none.


Chat skills
Agent abilities necessary to serve the chat session.


Chat skills fulfilled
Parameter showing whether this chat was served by an agent
with the required set of skills. Values: True or False.


Chat tags
The tags applied to a particular Chat session. For
important information about filtering reports using tags,
see Reporting on ticket tags
using filters.



Chat trigger fired
Parameter showing whether a system trigger had fired
(executed) during the chat session. Values: True or
False.


Chat country
The country of the chat end user.


Chat region
The province or state of the chat end user.


Chat city
The city of the chat end user.


Chat platform
The platform of device used by end user to initiate chat. For
example: iOS, Android, Windows.


Chat browser
The browser used by the end user to initiate a chat session.
For example: Google Chrome, Mozilla Firefox, Internet
Explorer.


Engagement ID
The system ID of the chat engagement. During a chat session,
the end user can interact with multiple agents. Each interaction
is counted as a different engagement.


Engagement started by
The way chat engagement was started. Who or what initiated
the chat engagement? During a chat session, the end user can
interact with multiple agents. Each interaction is counted as a
different engagement. Values: Agent, Visitor and
Transfer.



Engagement assignment
Shows how the engagement was assigned to an agent. During a
chat session, the end user can interact with multiple agents.
Each interaction is counted as a different engagement. Values:
Self-assigned,* Assignment Accepted, Assignment
Missed
*The Self-assigned value is applied when the
agent accepts a chat in broadcasting mode, when the agent
transfers a chat to another agent, or when the agent assigns
a chat to themselves.



Engagement department
The department to which the chat engagement was assigned.
Examples include Support, Sales, or Shipping. During a chat
session, the end user can interact with multiple agents. Each
interaction is counted as a different engagement.


Engagement satisfaction rating
The satisfaction response that end user left during or after
the chat engagement. During a chat session, the end user can
interact with multiple agents. Each interaction is counted as a
different engagement. Values: Good, Bad or none



Engagement skills
The Agent abilities necessary to serve the chat engagement.
During a chat session, end user can interact with multiple
agents. Each interaction is counted as a different
engagement.


Engagement skills fulfilled
Parameter showing whether this chat engagement was served by
an agent with the required set of skills. During a chat session,
the end user can interact with multiple agents. Each interaction
is counted as a different engagement. Values: True or
False



Ticket ID
The Ticket ID associated with a chat.


Ticket status
The status of the ticket associated with the chat.


Ticket custom status name
The name of a custom ticket status. This attribute appears
only if you've enabled custom ticket
statuses. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
NULL. Data is available only from October 19, 2023
onward.



Ticket custom status category
The category that a custom ticket status is mapped to. This
attribute appears only if you've enabled custom ticket
statuses. For tickets that existed before custom
ticket statuses were enabled, this attribute returns Ticket
Status. Data is available only from October 19, 2023
onward.



Ticket custom status state
Returns true if a custom ticket status is active, or
false if a custom ticket status is deactivated. This
attribute appears only if you've enabled custom ticket
statuses. Data is available only from October 19,
2023 onward.



Ticket group
Name of the group where the ticket was assigned.


Ticket assignee
The user to whom the ticket is assigned.


Ticket brand
The brand of the ticket associated with the chat.


Ticket channel
The channel a ticket was created from. For more information
about the ticket channels Explore collects, see Understanding ticket
channels in Explore.



Ticket form
Ticket form used on the ticket.


Ticket organization
The name of the organization associated with the
ticket.


Ticket priority
The priority of the ticket.


Ticket problem ID
The IDs of problem tickets linked with an incident.


Ticket requester
The name of the user who requested the ticket.


Ticket satisfaction rating
The customer satisfaction rating.


Ticket subject
The subject name of the ticket.


Ticket support type
Identifies whether tickets were resolved by an AI agent or a
human agent. Possible values are Agent and AI agent.


Ticket tags
The tags associated with the ticket. For important
information about filtering reports using tags, see Reporting on ticket tags
using filters.



Ticket type
The ticket type.


Sharing agreement inbound
Affiliated instances of Zendesk Support and companies who
share tickets with current instance of Zendesk Support.


Sharing agreement outbound
Affiliated instances of Zendesk Support and companies tickets
are shared with.


Agent name
The name of the agent associated with the chat. Values for
this attribute (and for the other Agent attributes below)
include users who currently have an agent or admin role, as
well as users who previously had an agent or admin role and
were assigned to a ticket at least once.



Agent role
The role of the agent associated with the chat.


Agent ID
The ID of the agent associated with the chat.


Agent email
The email address of the agent associated with the
chat.


Agent locale
The locale of the agent associated with the chat.


Agent status
The status of the agent associated with the chat. Can be
Active, Suspended, or Deleted.


Agent tags
A list of tags associated with the agent for the chat. For
important information about filtering reports using tags,
see Reporting on ticket tags
using filters.



Agent time zone
The user profile time zone of the agent serving the
chat.


Chat messages brackets
Defined by the number of agent messages. The number of
comments submitted during the chat session by the
agent. Values: 1-5, 5-10,10-20.



Chat agent messages brackets
The numeric ranges that split metrics into the predefined
segments. In this case, the brackets are defined by the number
of agent messages. Chat agent messages is the number of comments
submitted during the chat session by the agent. Values: 1-5,
5-10,10-20.


Chat visitor messages brackets
Defined by the number of end user messages. Comments
submitted during the chat session by the end user. Values:
1-5, 5-10,10-20.



Chat duration brackets
Defined by the Chat duration attribute. The time duration
from the first to the last chat message. The first message can
come from an end user or from a proactive chat trigger.
Calculated in seconds. Values: 0-3 min, 3-6 min, 6-9 min, 9-12
min, >12 min.


Chat wait time brackets
Defined by the Chat wait time. The time that the end user was
awaiting for the first agent's reply. Calculated in
seconds. Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min,
>12 min.



Chat first reply time brackets
Defined by the Chat first reply time attribute. The time in
seconds between the end user joining the chat and the agent’s
first response. An end user joins a chat when they send the
first chat message or reply to a proactive message. Values:
0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min



Chat average reply time brackets
Defined by the Chat average reply time attribute. The average
time it took for an agent to reply to end user comments during
the chat session. Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min,
>12 min.



Chat longest reply time brackets
Defined by the Chat longest reply time attribute. The maximum
time it took for an agent to reply to the end user comments
during the chat session. Values: 0-3 min, 3-6 min, 6-9 min,
9-12 min, >12 min.



Chat no reply time brackets
Defined by the Chat longest reply time attribute. The time
from an end users last unanswered comment to the end user
leaving the chat session. Values: 0-3 min, 3-6 min, 6-9 min,
9-12 min, >12 min.


Engagement messages brackets
The number of engagement messages. 'Chat Messages' is the
number of comments submitted during the chat engagement. A chat
session can consist of multiple engagements. Values: 1-5,
5-10,10-20.



Engagement agent messages brackets
The number of agent engagement messages. 'Chat Agent
Messages' are comments submitted during the chat engagement by
the agent. A chat session can consist of multiple
engagements. Values: 1-5, 5-10,10-20.



Engagement visitor messages brackets
The number of end user engagement messages. 'Chat Visitor
Messages' is the number of comments submitted during the chat
engagement by the end user. A chat session can consist of
multiple engagements. Values: 1-5, 5-10,10-20.



Engagement duration brackets
The time duration in seconds from the agent joining the chat
to when the end user or agent leaves the chat, whichever occurs
first. A chat session can consist of multiple
engagements. Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min,
>12 min.



Engagement first reply time brackets
The time between the first end user comment and the first
comment provided by an agent during the engagement. A chat
session can consist of multiple engagements. Values: 0-3 min,
3-6 min, 6-9 min, 9-12 min, >12 min.



Engagement average reply time brackets
The average time it took for an agent to reply to end user
comments during the chat engagement. A chat session can consist
of multiple engagements. Values: 0-3 min, 3-6 min, 6-9 min,
9-12 min, >12 min.



Engagement longest reply time brackets
The maximum time it took for an agent to reply to the end
user comments during the chat engagement. A chat session can
consist of multiple engagements. Values: 0-3 min, 3-6 min, 6-9
min, 9-12 min, >12 min.



Intent (Requires intelligent
triage)

A prediction of what the ticket is about. To see the possible
values, open the Taxonomy tab of the
Intent settings page to see the AI Intents list under
the Taxonomy values heading.


Intent confidence (Requires intelligent
triage)

The likelihood that the intent prediction is correct.
Possible values are High, Medium, and
Low.


Language (Requires intelligent
triage)

A prediction of what language the ticket is written in. To
see the possible values, open the Taxonomy tab of the
Intent settings page.


Language confidence (Requires intelligent
triage)

The likelihood that the language prediction is correct.
Possible values are High, Medium, and
Low.


Sentiment (Requires intelligent
triage)

A prediction of how the customer feels about their request.
Possible values are Very Positive, Positive,
Neutral, Negative, and Very
Negative.


Sentiment confidence (Requires intelligent
triage)

The likelihood that the sentiment prediction is correct.
Possible values are High, Medium, and
Low.


Time - Chat started
A collection of attributes in different units that return
when a chat started.


Time - Chat last updated
A collection of attributes in different units that return
when a chat was last updated. This timestamp is affected by
certain read-only actions. See Why are chats being
updated after they’re completed?



Time - Engagement started
A collection of attributes in different units that return
when chat engagement started.


Time - Ticket created
A collection of attributes in different units that return
when the ticket associated with the chat was created.


Time - Ticket solved
A collection of attributes in different units that return
when the ticket associated with the chat was solved.


Time - Ticket last updated
A collection of attributes in different units that return
when the ticket associated with the chat was last
updated.








Chat Concurrency dataset

The Chat Concurrency dataset contains metrics and attributes that relate to your
agents’ handling of concurrent chat engagements. We only show data for agents who
had at least a single chat within the hour. Chat agents who were signed in and
available but did not accept any chats will not be reflected.

This section lists all the available elements for the dataset, and contains the
following topics:

Chat Concurrency metrics
Chat Concurrency attributes


Chat Concurrency metrics
This section lists and defines all of the Chat Concurrency metrics available.


Note: Chat Concurrency metrics include messaging tickets
in addition to chats.



Table 3. Chat Concurrency metrics







Metric
Definition
Calculation




Average chat concurrency
The average number of active chats per agent per
hour.
[Average chat concurrency]


Minimum chat concurrency
The minimum number of active chats per agent per
hour.
[Minimum chat concurrency]


Maximum chat concurrency
The maximum number of active chats per agent per
hour.
[Maximum chat concurrency]






Chat Concurrency attributes
This section lists and defines all the Chat Concurrency attributes available.


Table 4. Chat Concurrency attributes






Attribute
Definition




Agent name
The name of the agent associated with the chat. Values for
this attribute (and for the other Agent attributes below)
include users who currently have an agent or admin role, as
well as users who previously had an agent or admin role and
were assigned to a ticket at least once.



Agent role
The role of the agent associated with the chat.


Agent email
The email address of the agent associated with the
chat.


Agent ID
The ID of the agent associated with the chat.


Agent status
The status of the agent associated with the chat. Can be
Active, Suspended, or Deleted.


Agent locale
The locale of the agent associated with the chat.


Agent active
Whether the agent is currently active or not. Can be True or
False.


Time - Agent created
A collection of attributes in different units that return
when an agent was created.


Time - Agent concurrency
A collection of attributes in different units that return
when an agent's concurrent chats occurred.


Time - Agent last login
A collection of attributes in different units that return
when an agent last logged in to Chat.