Metrics and attributes for live chat

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<p id="docs-hc-snippet" style="display: none;">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 theChat prebuilt dashboards.</p>
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<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843698842" target="_blank">Chat prebuilt dashboards</a>.</p>
<p class="p">For more information about how to create reports with Explore, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530-Creating-queries" target="_blank">Creating reports</a>.</p>
<div class="p">
<div class="note tip" id="Explore_attributes_chat__note_bpc_b3b_y5b">
<span class="tiptitle">Tip:</span> On the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846513050-Working-with-datasets#topic_ig1_whf_5y" target="_blank">dataset selection page</a>, the live chat
datasets are grouped with the messaging dataset. For more information on the
messaging dataset, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724624097818" target="_blank">Metrics and attributes for Zendesk messaging</a>.</div>
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<div class="p">This article contains the following topics:<ul class="ul" id="Explore_attributes_chat__ul_i5n_ddp_mrb">
<li class="li"><a class="xref" href="#topic_r34_grl_mfb">Engagement dataset</a></li>
<li class="li"><a class="xref" href="#topic_ecm_gdp_mrb">Chat Concurrency
dataset</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_r34_grl_mfb">
<h2 class="title topictitle2" id="ariaid-title2">Engagement dataset</h2>
<div class="body">
<p class="p">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:</p>
<ul class="ul" id="topic_r34_grl_mfb__ul_h1d_sdh_5bb">
<li class="li"><a class="xref" href="#topic_smk_45f_kkb">Engagement dataset schema</a></li>
<li class="li"><a class="xref" href="#topic_j5r_5rl_mfb">Engagement metrics</a></li>
<li class="li"><a class="xref" href="#topic_p1z_vrl_mfb">Engagement attributes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_smk_45f_kkb">
<h3 class="title topictitle3" id="ariaid-title3">Engagement dataset schema</h3>
<div class="body">
<p class="p">Use this diagram to help you understand the elements of the Engagement dataset
and their relationships.</p>
<p class="p"><img alt="Chat dataset schema" class="image img-screenshot" id="topic_smk_45f_kkb__image_pjz_bvf_kkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Chats.jpg" width="700"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_j5r_5rl_mfb">
<h3 class="title topictitle3" id="ariaid-title4">Engagement metrics</h3>
<div class="body">
<p class="p">This section lists and defines all of the Engagement metrics available.</p>
<p class="p"><em class="ph i">Chat engagement</em> time-based metrics begin measuring specifically when an
<em class="ph i">agent</em> 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.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Messaging tickets are not calculated as part of the Chat Engagements
dataset.</div>
</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_j5r_5rl_mfb__table_u3c_vbf_5bb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>Engagement metrics</span></caption>
<colgroup>
<col style="width:16.420361247947454%">
<col style="width:39.57307060755337%">
<col style="width:44.006568144499184%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d48e158">Metric</th>
<th class="entry nocellnorowborder" id="d48e161">Definition</th>
<th class="entry cell-norowborder" id="d48e164">Calculation</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of Chat sessions.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]!="Offline Message") THEN [Chat ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Served chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of Chat sessions served by agents. A Chat session
can have multiple agent engagements, but only one served
chat.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
completion]!="Missed") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Completed chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of Chat sessions successfully completed by agents
(excludes agent-dropped and missed chats).</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
completion]="Completed") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Non-completed chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of chat sessions dropped or missed by
agents.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
completion]!="Completed") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Dropped chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of chats accepted by or assigned to the agent
where the end user responds to an agent message, then leaves the
chat.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
completion]="Dropped") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Deleted chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of chat sessions which were deleted.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
deleted]="true") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Skills fulfilled chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of chats that were served by the agent with the
required set of skills.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
skills fulfilled]="true") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Transferred chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of chats that were transferred to other
departments or agents.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]!="Offline Message" AND [Engagement
started by]="Transfer") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Trigger fired chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of chats on which the system trigger had
fired.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
trigger fired]="true") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Offline messages</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of offline message left when no agents were
online.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]="Offline Message") THEN [Chat ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Chat completion rate</td>
<td class="entry nocellnorowborder" headers="d48e161">The percentage of completed chats from the total amount of
chats.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Completed chats)/D_COUNT(Chats)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Chat drop rate</td>
<td class="entry nocellnorowborder" headers="d48e161">The percentage of chats dropped by agents from the total
amount of chats.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Dropped chats)/D_COUNT(Chats)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Chat skill fulfillment rate</td>
<td class="entry nocellnorowborder" headers="d48e161">The percentage of chats that were served by the agent with
the required set of skills from the total amount of
chats.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Skills fulfilled chats)/D_COUNT(Chats)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Chat transfer rate</td>
<td class="entry nocellnorowborder" headers="d48e161">The percentage of chats that were transferred to other
departments or agents from the total amount of chats.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Transferred chats)/D_COUNT(Chats)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Chat trigger fired rate</td>
<td class="entry nocellnorowborder" headers="d48e161">The percentage of chats on which the system trigger had fired
(was executed) from the total amount of chats.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Trigger fired chats)/D_COUNT(Chats)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chats - Daily average</td>
<td class="entry nocellnorowborder" headers="d48e161">The average number of chats started each day.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Chats)/DCOUNT_VALUES([Chat started - Date])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Inbound chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of inbound chats initiated by end users.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]="Inbound") THEN [Chat ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Completed inbound chats</td>
<td class="entry nocellnorowborder" headers="d48e161">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).</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]="Inbound" AND [Chat
completion]="Completed") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Missed inbound chats</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]="Inbound" AND [Chat
completion]="Missed") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Trigger fired inbound chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of inbound chats on which the system trigger had
fired. The inbound chat sessions are initiated by end
users.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]="Inbound" AND [Chat trigger
fired]="true") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Chat inbound rate</td>
<td class="entry nocellnorowborder" headers="d48e161">The percentage of chats initiated by end users from the total
number of chats.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Inbound chats)/D_COUNT(Chats)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Chat miss rate</td>
<td class="entry nocellnorowborder" headers="d48e161">The percentage of chats missed from the total number of
chats.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Missed inbound chats)/D_COUNT(Chats)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Inbound chats - Daily average</td>
<td class="entry nocellnorowborder" headers="d48e161">The average number of inbound chats started each day.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Inbound chats)/DCOUNT_VALUES([Chat started -
Date])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Outbound chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of outbound chats initiated by agents.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]="Outbound") THEN [Chat ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Completed outbound chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of outbound chats successfully completed by agents
(excludes the agent dropped chats). The outbound chats are
initiated by agents.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]="Outbound" AND [Chat
completion]="Completed") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Non-engaged outbound chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of outbound chats that were started by an agent
but didn't engage the end user to start the chat
conversation.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]="Outbound" AND [Chat
completion]="Not Engaged") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Trigger fired outbound chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of outbound chats on which the system trigger
fired (was executed). The outbound chats are initiated by
agents.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]="Outbound" AND [Chat trigger
fired]="true") THEN [Chat ID]ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Chat outbound rate</td>
<td class="entry nocellnorowborder" headers="d48e161">The percentage of chats initiated by agents from the total
number of chats. </td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Outbound chats)/D_COUNT(Chats)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Outbound chats - Daily average</td>
<td class="entry nocellnorowborder" headers="d48e161">The average number of outbound chats started each
day.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Outbound chats)/DCOUNT_VALUES([Chat started -
Date])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Good satisfaction chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of chat sessions rated by the end user as
good.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
satisfaction rating]="Good") THEN [Chat ID] THEN [Chat
ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Bad satisfaction chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of chat sessions rated by the end user as
bad.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
satisfaction rating]="Bad") THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Rated satisfaction chats</td>
<td class="entry nocellnorowborder" headers="d48e161">The total number of chat sessions rated by the end user as
good or bad. </td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat type - Unsorted]!="Offline Message" AND [Chat
satisfaction rating]!=NULL) THEN [Chat ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Chat satisfaction score</td>
<td class="entry nocellnorowborder" headers="d48e161">The percentage of chat sessions rated by the end user as good
from the total number of rated chats.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Good satisfaction chats)/D_COUNT(Rated satisfaction
chats)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Chat satisfaction rated</td>
<td class="entry nocellnorowborder" headers="d48e161">The percentage of chat sessions rated by the end user as good
or bad from the total number of chats. </td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Rated satisfaction chats)/D_COUNT(Chats)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat messages</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of comments submitted during the chat session by
the end user or agent.</td>
<td class="entry cell-norowborder" headers="d48e164">(Chat messages)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat agent messages</td>
<td class="entry nocellnorowborder" headers="d48e161">Refers to the number of comments entered by an agent during
the Chat session.</td>
<td class="entry cell-norowborder" headers="d48e164">(Chat agent messages)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat visitor messages</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of comments submitted during the chat session by
the end user.</td>
<td class="entry cell-norowborder" headers="d48e164">(Chat visitor messages)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagements</td>
<td class="entry nocellnorowborder" headers="d48e161">The number of chat engagements. During a chat session, end
users can interact with multiple agents. Each interaction is
counted as a different engagement.</td>
<td class="entry cell-norowborder" headers="d48e164">[Engagement ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Assignments</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Engagement assignment]!="Self-assigned") THEN
[Engagement ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Missed assignments</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Engagement assignment]="Assignment Missed") THEN
[Engagement ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Accepted assignments</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Engagement assignment]="Assignment Accepted") THEN
[Engagement ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Self-assignments</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Engagement assignment]="Self-assigned") THEN [Engagement
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Skill fulfilments</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Engagement skills fulfilled]="true") THEN [Engagement
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Transfers</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">IF ([Chat started by]="Transfer") THEN [Engagement ID] ENDIF
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Assignment acceptance rate</td>
<td class="entry nocellnorowborder" headers="d48e161">The percentage of assignments which were assigned and
accepted by an agent to the total number of agent
assignments.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Accepted assignments)/D_COUNT(Assignments)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Good satisfaction engagements</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">
<p class="p">IF ([Engagement satisfaction rating]="Good") THEN [Engagement
ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Bad satisfaction engagements</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">
<p class="p">IF ([Engagement satisfaction rating]="Bad") THEN [Engagement
ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Rated satisfaction engagements</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">
<p class="p">IF ([Engagement satisfaction rating]!=NULL) THEN [Engagement
ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Engagement satisfaction score</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Good satisfaction engagements)/D_COUNT(Rated
satisfaction engagements)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">% Engagement satisfaction rated</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">D_COUNT(Rated satisfaction
engagements)/D_COUNT(Engagements)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement messages</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">(Engagement messages)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement agent messages</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">(Engagement agent messages)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement visitor messages</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">(Engagement visitor messages)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat duration (sec)</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">(Chat duration (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat wait time (sec)</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">IF [Chat completion]="Missed" THEN VALUE(Chat no reply time
(sec)) ELSE VALUE(Chat first reply time (sec)) ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat first reply time (sec)</td>
<td class="entry nocellnorowborder" headers="d48e161">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. </td>
<td class="entry cell-norowborder" headers="d48e164">(Chat first reply time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat average reply time (sec)</td>
<td class="entry nocellnorowborder" headers="d48e161">The average time in seconds it took for agent to reply to end
user comments during the chat session.</td>
<td class="entry cell-norowborder" headers="d48e164">(Chat average reply time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat longest reply time (sec)</td>
<td class="entry nocellnorowborder" headers="d48e161">The maximum time in seconds it took for agent to reply to end
user comments during the chat session.</td>
<td class="entry cell-norowborder" headers="d48e164">(Chat longest reply time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat no reply time (sec)</td>
<td class="entry nocellnorowborder" headers="d48e161">The time in seconds from the end user's last unanswered
comment to the end user leaving the chat session.</td>
<td class="entry cell-norowborder" headers="d48e164">(Chat no reply time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat missed no reply time (sec)</td>
<td class="entry nocellnorowborder" headers="d48e161">The time from the end user's last comment to the end user
leaving the chat session without getting an agent reply.</td>
<td class="entry cell-norowborder" headers="d48e164">IF [Chat completion]="Missed" THEN VALUE(Chat no reply time
(sec)) ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat dropped no reply time (sec)</td>
<td class="entry nocellnorowborder" headers="d48e161">The time from the end user's last comment to the end user
leaving the chat session without getting a reply.</td>
<td class="entry cell-norowborder" headers="d48e164">IF [Chat completion]="Dropped" THEN VALUE(Chat no reply time
(sec)) ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat duration (min)</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Chat duration (sec))/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat wait time (min)</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">IF [Chat completion]="Missed" THEN VALUE(Chat no reply time
(sec))/60 ELSE VALUE(Chat first reply time (sec))/60
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat first reply time (min)</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Chat first reply time (sec))/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat average reply time (min)</td>
<td class="entry nocellnorowborder" headers="d48e161">The average time in minutes it took for agent to reply to end
user comments during the chat session.</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Chat average reply time (sec))/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat longest reply time (min)</td>
<td class="entry nocellnorowborder" headers="d48e161">The maximum time in minutes it took for agent to reply to end
user comments during the chat session.</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Chat longest reply time (sec))/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat no reply time (min)</td>
<td class="entry nocellnorowborder" headers="d48e161">The time in seconds from the end user's last unanswered
comment to the end user leaving the chat session.</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Chat no reply time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat missed no reply time (min)</td>
<td class="entry nocellnorowborder" headers="d48e161">The time from the vistior's last comment to the end user
leaving the chat session without getting an agent reply.</td>
<td class="entry cell-norowborder" headers="d48e164">IF [Chat completion]="Missed" THEN VALUE(Chat no reply time
(sec))/60 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat dropped no reply time (min)</td>
<td class="entry nocellnorowborder" headers="d48e161">The time from the end user's last comment to the end user
leaving the chat session without getting a reply.</td>
<td class="entry cell-norowborder" headers="d48e164">IF [Chat completion]="Dropped" THEN VALUE(Chat no reply time
(sec))/60 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat duration (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164"> VALUE(Chat duration (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat wait time (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">IF [Chat completion]="Missed" THEN VALUE(Chat no reply time
(sec))/60/60 ELSE VALUE(Chat first reply time (sec))/60/60
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat first reply time (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Chat first reply time (sec))/60/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat average reply time (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e161">The average time in minutes it took for agent to reply to end
user comments during the chat session.</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Chat average reply time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat longest reply time (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e161">The maximum time in minutes it took for agent to reply to end
user comments during the chat session.</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Chat longest reply time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat no reply time (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e161">The time in seconds from the end user's last unanswered
comment to the end user leaving the chat session.</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Chat no reply time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat missed no reply time (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e161">The time from the end user's last comment to the end user
leaving the chat session without getting an agent reply.</td>
<td class="entry cell-norowborder" headers="d48e164">IF [Chat completion]="Missed" THEN VALUE(Chat no reply time
(sec))/60/60 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Chat dropped no reply time (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e161">The time from the end user's last comment to the end user
leaving the chat session without getting a reply.</td>
<td class="entry cell-norowborder" headers="d48e164">IF [Chat completion]="Dropped" THEN VALUE(Chat no reply time
(sec))/60/60 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement duration (sec)</td>
<td class="entry nocellnorowborder" headers="d48e161">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.<p class="p">When assigned routing is enabled, the timer
starts counting when chats are offered to
agents.</p>
</td>
<td class="entry cell-norowborder" headers="d48e164">Engagement duration (sec)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement first reply time (sec)</td>
<td class="entry nocellnorowborder" headers="d48e161">During a chat session, the end user can interact with
multiple agents. Each interaction is counted as a different
engagement.<p class="p">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.</p>
<p class="p">For broadcast routing
mode, this is the time in seconds between the end user's
first unanswered message to the agent's first
response.</p>
</td>
<td class="entry cell-norowborder" headers="d48e164">Engagement first reply time (sec)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement average reply time (sec)</td>
<td class="entry nocellnorowborder" headers="d48e161">The average time it took for the agent to reply to each of
the end user's messages in the engagement.</td>
<td class="entry cell-norowborder" headers="d48e164">Engagement average reply time (sec)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement longest reply time (sec)</td>
<td class="entry nocellnorowborder" headers="d48e161">The maximum time it took for an agent to reply to an end user
comment during the chat engagement. </td>
<td class="entry cell-norowborder" headers="d48e164">Engagement longest reply time (sec)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement duration (min)</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Engagement duration (sec))/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement first reply time (min)</td>
<td class="entry nocellnorowborder" headers="d48e161">During a chat session, the end user can interact with
multiple agents. Each interaction is counted as a different
engagement.<p class="p">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.</p>
<p class="p">For broadcast routing
mode, this is the time in minutes between the end user's
first unanswered message to the agent's first
response.</p>
</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Engagement first reply time (sec))/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement average reply time (min)</td>
<td class="entry nocellnorowborder" headers="d48e161">The average time it took for the agent to reply to each of
the end user's messages in the
engagement.</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Engagement average reply time (sec))/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement longest reply time (min)</td>
<td class="entry nocellnorowborder" headers="d48e161">The maximum time it took for an agent to reply to an end
user's comment during the chat engagement. </td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Engagement longest reply time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement duration (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e161">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.</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Engagement duration (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement first reply time (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e161">During a chat session, the end user can interact with
multiple agents. Each interaction is counted as a different
engagement.<p class="p">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.</p>
<p class="p">For broadcast routing
mode, this is the time in hours between the end user's first
unanswered message to the agent's first
response.</p>
</td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Engagement first reply time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e158">Engagement average reply time (hrs)</td>
<td class="entry nocellnorowborder" headers="d48e161">The average time it took for the agent to reply to each of
the end user's messages in the engagement. </td>
<td class="entry cell-norowborder" headers="d48e164">VALUE(Engagement average reply time (sec))/60/60 </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d48e158">Engagement longest reply time (hrs)</td>
<td class="entry row-nocellborder" headers="d48e161">The maximum time it took for an agent to reply to a end
user's comment during the chat engagement. </td>
<td class="entry cellrowborder" headers="d48e164">VALUE(Engagement longest reply time (sec))/60/60</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_p1z_vrl_mfb">
<h3 class="title topictitle3" id="ariaid-title5">Engagement attributes</h3>
<div class="body">
<p class="p">This section lists and defines all the Engagement attributes available.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_p1z_vrl_mfb__table_tf3_ghf_5bb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 2. </span>Engagement attributes</span></caption>
<colgroup>
<col style="width:27.47252747252747%">
<col style="width:72.52747252747253%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d48e1306">Attribute</th>
<th class="entry cell-norowborder" id="d48e1309">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat ID</td>
<td class="entry cell-norowborder" headers="d48e1309">The system ID of the Chat session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat type</td>
<td class="entry cell-norowborder" headers="d48e1309">The specific chat type being assigned depending on the way it
was initiated. Refers to unsorted values of this
attribute.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat started by</td>
<td class="entry cell-norowborder" headers="d48e1309">The way chat session was started. Who or what started the
chat session? Values: Agent, Visitor and Trigger.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat completion</td>
<td class="entry cell-norowborder" headers="d48e1309">The specific status assigned depending on the way the chat
session was completed. Values include Missed, Dropped,
Completed, and Not Engaged.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat department</td>
<td class="entry cell-norowborder" headers="d48e1309">The department to which the Chat session was
assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat deleted</td>
<td class="entry cell-norowborder" headers="d48e1309">States if a Chat message was deleted. Can be True or
False.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat satisfaction rating</td>
<td class="entry cell-norowborder" headers="d48e1309">The satisfaction rating that end user left during or after
the chat session. Values: Good, Bad or none.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat skills</td>
<td class="entry cell-norowborder" headers="d48e1309">Agent abilities necessary to serve the chat session. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat skills fulfilled</td>
<td class="entry cell-norowborder" headers="d48e1309">Parameter showing whether this chat was served by an agent
with the required set of skills. Values: True or False.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat tags</td>
<td class="entry cell-norowborder" headers="d48e1309">The tags applied to a particular Chat session.<p class="p">For
important information about filtering reports using tags,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat trigger fired</td>
<td class="entry cell-norowborder" headers="d48e1309">Parameter showing whether a system trigger had fired
(executed) during the chat session. Values: True or
False.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat country</td>
<td class="entry cell-norowborder" headers="d48e1309">The country of the chat end user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat region</td>
<td class="entry cell-norowborder" headers="d48e1309">The province or state of the chat end user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat city</td>
<td class="entry cell-norowborder" headers="d48e1309">The city of the chat end user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat platform</td>
<td class="entry cell-norowborder" headers="d48e1309">The platform of device used by end user to initiate chat. For
example: iOS, Android, Windows.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat browser</td>
<td class="entry cell-norowborder" headers="d48e1309">The browser used by the end user to initiate a chat session.
For example: Google Chrome, Mozilla Firefox, Internet
Explorer.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement ID</td>
<td class="entry cell-norowborder" headers="d48e1309">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.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement started by</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values: Agent, Visitor and
Transfer.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement assignment</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values:
Self-assigned,* Assignment Accepted, Assignment
Missed</p>
<p class="p">*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.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement department</td>
<td class="entry cell-norowborder" headers="d48e1309">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.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement satisfaction rating</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values: Good, Bad or none</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement skills</td>
<td class="entry cell-norowborder" headers="d48e1309">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.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement skills fulfilled</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values: True or
False</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket ID</td>
<td class="entry cell-norowborder" headers="d48e1309">The Ticket ID associated with a chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket status</td>
<td class="entry cell-norowborder" headers="d48e1309">The status of the ticket associated with the chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket custom status name</td>
<td class="entry cell-norowborder" headers="d48e1309">The name of a custom ticket status. This attribute appears
only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
<strong class="ph b">NULL</strong>.<p class="p">Data is available only from October 19, 2023
onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket custom status category</td>
<td class="entry cell-norowborder" headers="d48e1309">The category that a custom ticket status is mapped to. This
attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns <strong class="ph b">Ticket
Status</strong>.<p class="p">Data is available only from October 19, 2023
onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket custom status state</td>
<td class="entry cell-norowborder" headers="d48e1309">Returns <strong class="ph b">true</strong> if a custom ticket status is active, or
<strong class="ph b">false</strong> if a custom ticket status is deactivated. This
attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>.<p class="p">Data is available only from October 19,
2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket group</td>
<td class="entry cell-norowborder" headers="d48e1309">Name of the group where the ticket was assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket assignee</td>
<td class="entry cell-norowborder" headers="d48e1309">The user to whom the ticket is assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket brand</td>
<td class="entry cell-norowborder" headers="d48e1309">The brand of the ticket associated with the chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket channel</td>
<td class="entry cell-norowborder" headers="d48e1309">The channel a ticket was created from.<p class="p">For more information
about the ticket channels Explore collects, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket
channels in Explore</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket form</td>
<td class="entry cell-norowborder" headers="d48e1309">Ticket form used on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket organization</td>
<td class="entry cell-norowborder" headers="d48e1309">The name of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket priority</td>
<td class="entry cell-norowborder" headers="d48e1309">The priority of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket problem ID</td>
<td class="entry cell-norowborder" headers="d48e1309">The IDs of problem tickets linked with an incident.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket requester</td>
<td class="entry cell-norowborder" headers="d48e1309">The name of the user who requested the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" headers="d48e1309">The customer satisfaction rating.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket subject</td>
<td class="entry cell-norowborder" headers="d48e1309">The subject name of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket support type</td>
<td class="entry cell-norowborder" headers="d48e1309">Identifies whether tickets were resolved by an AI agent or a
human agent. Possible values are Agent and AI agent. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket tags</td>
<td class="entry cell-norowborder" headers="d48e1309">The tags associated with the ticket.<p class="p">For important
information about filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Ticket type</td>
<td class="entry cell-norowborder" headers="d48e1309">The ticket type.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Sharing agreement inbound</td>
<td class="entry cell-norowborder" headers="d48e1309">Affiliated instances of Zendesk Support and companies who
share tickets with current instance of Zendesk Support.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Sharing agreement outbound</td>
<td class="entry cell-norowborder" headers="d48e1309">Affiliated instances of Zendesk Support and companies tickets
are shared with.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Agent name</td>
<td class="entry cell-norowborder" headers="d48e1309">The name of the agent associated with the chat.<p class="p">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.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Agent role</td>
<td class="entry cell-norowborder" headers="d48e1309">The role of the agent associated with the chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Agent ID</td>
<td class="entry cell-norowborder" headers="d48e1309">The ID of the agent associated with the chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Agent email</td>
<td class="entry cell-norowborder" headers="d48e1309">The email address of the agent associated with the
chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Agent locale</td>
<td class="entry cell-norowborder" headers="d48e1309">The locale of the agent associated with the chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Agent status</td>
<td class="entry cell-norowborder" headers="d48e1309">The status of the agent associated with the chat. Can be
Active, Suspended, or Deleted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Agent tags</td>
<td class="entry cell-norowborder" headers="d48e1309">A list of tags associated with the agent for the chat.<p class="p">For
important information about filtering reports using tags,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Agent time zone</td>
<td class="entry cell-norowborder" headers="d48e1309">The user profile time zone of the agent serving the
chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat messages brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">Defined by the number of agent messages. The number of
comments submitted during the chat session by the
agent.<p class="p">Values: 1-5, 5-10,10-20. </p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat agent messages brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat visitor messages brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">Defined by the number of end user messages. Comments
submitted during the chat session by the end user.<p class="p">Values:
1-5, 5-10,10-20. </p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat duration brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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, &gt;12 min.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat wait time brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">Defined by the Chat wait time. The time that the end user was
awaiting for the first agent's reply. Calculated in
seconds.<p class="p">Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min,
&gt;12 min.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat first reply time brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values:
0-3 min, 3-6 min, 6-9 min, 9-12 min, &gt;12 min</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat average reply time brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min,
&gt;12 min.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat longest reply time brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values: 0-3 min, 3-6 min, 6-9 min,
9-12 min, &gt;12 min. </p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Chat no reply time brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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, &gt;12 min.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement messages brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values: 1-5,
5-10,10-20.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement agent messages brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values: 1-5, 5-10,10-20.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement visitor messages brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values: 1-5, 5-10,10-20.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement duration brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min,
&gt;12 min.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement first reply time brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values: 0-3 min,
3-6 min, 6-9 min, 9-12 min, &gt;12 min.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement average reply time brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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. <p class="p">Values: 0-3 min, 3-6 min, 6-9 min,
9-12 min, &gt;12 min.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Engagement longest reply time brackets</td>
<td class="entry cell-norowborder" headers="d48e1309">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.<p class="p">Values: 0-3 min, 3-6 min, 6-9
min, 9-12 min, &gt;12 min. </p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Intent<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d48e1309">A prediction of what the ticket is about. To see the possible
values, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">open the Taxonomy tab of the
Intent settings page</a> to see the AI Intents list under
the <strong class="ph b">Taxonomy values</strong> heading.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Intent confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d48e1309">The likelihood that the intent prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Language<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d48e1309">A prediction of what language the ticket is written in. To
see the possible values, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">open the Taxonomy tab of the
Intent settings page</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Language confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d48e1309">The likelihood that the language prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Sentiment<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d48e1309">A prediction of how the customer feels about their request.
Possible values are <strong class="ph b">Very Positive</strong>, <strong class="ph b">Positive</strong>,
<strong class="ph b">Neutral</strong>, <strong class="ph b">Negative</strong>, and <strong class="ph b">Very
Negative</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Sentiment confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d48e1309">The likelihood that the sentiment prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Time - Chat started</td>
<td class="entry cell-norowborder" headers="d48e1309">A collection of attributes in different units that return
when a chat started.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Time - Chat last updated</td>
<td class="entry cell-norowborder" headers="d48e1309">A collection of attributes in different units that return
when a chat was last updated.<p class="p">This timestamp is affected by
certain read-only actions, such as reviewing a chat from the
History tab, which trigger an update to timestamp, even
though no updates were made to the chat.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Time - Engagement started</td>
<td class="entry cell-norowborder" headers="d48e1309">A collection of attributes in different units that return
when chat engagement started.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Time - Ticket created</td>
<td class="entry cell-norowborder" headers="d48e1309">A collection of attributes in different units that return
when the ticket associated with the chat was created.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e1306">Time - Ticket solved</td>
<td class="entry cell-norowborder" headers="d48e1309">A collection of attributes in different units that return
when the ticket associated with the chat was solved.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d48e1306">Time - Ticket last updated</td>
<td class="entry cellrowborder" headers="d48e1309">A collection of attributes in different units that return
when the ticket associated with the chat was last
updated.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ecm_gdp_mrb">
<h2 class="title topictitle2" id="ariaid-title6">Chat Concurrency dataset</h2>
<div class="body">
<p class="p">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.
</p>
<p class="p">This section lists all the available elements for the dataset, and contains the
following topics:</p>
<ul class="ul" id="topic_ecm_gdp_mrb__ul_onb_jdp_mrb">
<li class="li"><a class="xref" href="#topic_ecm_gdp_mrb__section_pnb_jdp_mrb">Chat Concurrency metrics</a></li>
<li class="li"><a class="xref" href="#topic_ecm_gdp_mrb__section_rnb_jdp_mrb">Chat Concurrency attributes</a></li>
</ul>
<div class="section" id="topic_ecm_gdp_mrb__section_pnb_jdp_mrb">
<h3 class="title sectiontitle">Chat Concurrency metrics</h3>
<p class="p">This section lists and defines all of the Chat Concurrency metrics available.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ecm_gdp_mrb__table_qnb_jdp_mrb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 3. </span>Chat Concurrency metrics</span></caption>
<colgroup>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d48e2289">Metric</th>
<th class="entry nocellnorowborder" id="d48e2292">Definition</th>
<th class="entry cell-norowborder" id="d48e2295">Calculation</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e2289">Average chat concurrency</td>
<td class="entry nocellnorowborder" headers="d48e2292">The average number of active chats per agent per
hour.</td>
<td class="entry cell-norowborder" headers="d48e2295">[Average chat concurrency] </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e2289">Minimum chat concurrency</td>
<td class="entry nocellnorowborder" headers="d48e2292">The minimum number of active chats per agent per
hour.</td>
<td class="entry cell-norowborder" headers="d48e2295">[Minimum chat concurrency]</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d48e2289">Maximum chat concurrency</td>
<td class="entry row-nocellborder" headers="d48e2292">The maximum number of active chats per agent per
hour.</td>
<td class="entry cellrowborder" headers="d48e2295">[Maximum chat concurrency]</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="section" id="topic_ecm_gdp_mrb__section_rnb_jdp_mrb">
<h3 class="title sectiontitle">Chat Concurrency attributes</h3>
<p class="p">This section lists and defines all the Chat Concurrency attributes available.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ecm_gdp_mrb__table_snb_jdp_mrb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 4. </span>Chat Concurrency attributes</span></caption>
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d48e2365">Attribute</th>
<th class="entry cell-norowborder" id="d48e2368">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e2365">Agent name</td>
<td class="entry cell-norowborder" headers="d48e2368">The name of the agent associated with the chat.<p class="p">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.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e2365">Agent role</td>
<td class="entry cell-norowborder" headers="d48e2368">The role of the agent associated with the chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e2365">Agent email</td>
<td class="entry cell-norowborder" headers="d48e2368">The email address of the agent associated with the
chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e2365">Agent ID</td>
<td class="entry cell-norowborder" headers="d48e2368">The ID of the agent associated with the chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e2365">Agent status</td>
<td class="entry cell-norowborder" headers="d48e2368">The status of the agent associated with the chat. Can be
Active, Suspended, or Deleted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e2365">Agent locale</td>
<td class="entry cell-norowborder" headers="d48e2368">The locale of the agent associated with the chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e2365">Agent active</td>
<td class="entry cell-norowborder" headers="d48e2368">Whether the agent is currently active or not. Can be True or
False.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e2365">Time - Agent created</td>
<td class="entry cell-norowborder" headers="d48e2368">A collection of attributes in different units that return
when an agent was created.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d48e2365">Time - Agent concurrency</td>
<td class="entry cell-norowborder" headers="d48e2368">A collection of attributes in different units that return
when an agent's concurrent chats occurred.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d48e2365">Time - Agent last login</td>
<td class="entry cellrowborder" headers="d48e2368">A collection of attributes in different units that return
when an agent last logged in to Chat.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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