Analyzing your Chat activity


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Zendesk Explore features a prebuilt dashboard to help you monitor your Chat
activity using a Chat account integrated with Zendesk Support. The Chat dashboard can
help you identify if Chat is solving your support requests, how quickly chats are
completed, how satisfied users are with chat responses, and more.


Note: You can only use the Chat dashboard if your Chat account is linked to a Zendesk Support
account. Standalone (Chat-only) accounts cannot use Explore.

You can edit and customize the Chat dashboard by cloning it (see Cloning Explore dashboards).


Tip: If you need something more complex, you can write your own reports
using a wide range of metrics and attributes. For details, see Creating reports.

The information in Explore dashboards is updated on a schedule. The schedule depends on
which Explore plan you are using. For details, see Data refresh intervals for Explore plans.
In the following topics, you'll learn how to access the Chat dashboard and see the
available reports:

Accessing the Chat dashboard
Understanding the Chat dashboard reports



Accessing the Chat dashboard

Use the following procedure to access the Chat dashboard.
To access the Chat dashboard

In Explore, click the Dashboard icon ( ) in the left sidebar.
From the list of dashboards, select the Zendesk Chat dashboard.




Understanding the Chat dashboard reports

This dashboard contains the following tabs:

Chats tab
Efficiency tab
Satisfaction tab
Agent activity tab
Agent concurrency tab

The Agent concurrency tab uses the Chat: Chat concurrency dataset. All
other tabs use the Chat: Engagement dataset.


Chats tab

The Chats tab shows information about the Chat sessions made and received
in your organization. You can filter each report by date, department, type,
completion, and by who started the chat.


Chats tab headline metrics

This tab displays the following headline metrics (KPIs):


Chats: The total number of chats during the selected date
range.

Non-completed chats: The number of chats that were dropped, or
missed by agents.

Completion rate: The percentage of total chats that were
completed.

Outbound rate: The percentage of chats that were initiated by an
agent.

Offline messages: The number of offline messages that were left
when no agent was online.





Chats tab reports

This tab displays the following reports:


Chats by hour: The percentage of chats each hour of the day for
the date range you selected.


Average chats by day of week: The average number of chats each
day of the week for the date range you selected.


Chats by date: The number of completed and not completed chats
over the date range you selected.


Chats by selected attribute (top 10): The percentage of chats for
the selected attribute. You can choose from Chat department, country,
and platform.


Chats by date and selected attribute (top 10): The number of
chats for the selected attribute. You can choose from Chat department,
country, and platform.


Chats by month/year: The number of chats per month for the year
you select. You can overlay data from the past five years.






Efficiency tab

The Efficiency tab shows information that helps you gauge the efficiency
of your agents while using Chat. You can filter each report by date, department,
type, completion, and by who started the chat.


Efficiency tab headline metrics

This tab displays the following headline metrics (KPIs):


Chat duration average: The average duration of all your chats in
the chosen date range

Wait time average: The average time from the start of the chat
session until an agent replied, or the visitor left the chat.

Reply time average: The average time between a visitor message
and a subsequent agent reply.

No reply time average: The average time between a visitors
message going unanswered and the visitor leaving the chat.

Agent messages average: The average number of messages submitted
by an agent during the chat.





Efficiency tab reports

This tab displays the following reports:


Chats by completion: Displays a pie chart showing the percentage
of chats that were not engaged, missed, dropped, and completed.


Chats by agent messages brackets: Displays a distribution of the
number of agent messages in chats. For example, in the example below, 16
percent of chats had between 20 and 40 agent messages.


Chat completion by date: Displays the number of chats that were
completed, dropped or missed over the selected date range.


Reply time averages by date: Displays the number of chats, and
reply time statistics over the selected date range.


Chat completion rates by month (12 months): Displays monthly
rates for completed, missed and dropped calls over the selected date
range.






Satisfaction tab

The Satisfaction tab shows information about customer satisfaction scores
following a chat session. You can filter each report by date, department, type,
completion, and by who started the chat.


Satisfaction tab headline metrics

This tab displays the following headline metrics (KPIs):


Chat satisfaction score: The percentage of chat sessions rated as
good from the total number of rated chats.

Good satisfaction chats: The number of chats with a good
rating.

Bad satisfaction chats: The number of chats with a bad
rating.

Rated satisfaction chats: The total number of rated chats.

Chat rated ratio: The percentage of chat sessions rated as good
or bad from the total number of rated chats.





Satisfaction tab reports

This tab displays the following reports:


Chat satisfaction score and rated chats by date: A graph showing
rated chats and the percentage chat satisfaction score over the chosen
date range.


Chat satisfaction score by department (top 10 by volume): The top
ten departments with the highest chat satisfaction score.


Chat satisfaction score by country: The top ten countries with
the highest chat satisfaction score.


Chat satisfaction score and rated chats by month (12 months): A
graph showing rated chats and the percentage chat satisfaction score on
a month-by-month basis for the selected date range.






Agent activity tab

The Agent activity tab shows information about how often and how well your
agents are engaging with customers by using Chat. You can filter each report by
date, department, agent, who started the chat, and assignment.


Agent activity tab headline metrics

This tab displays the following headline metrics (KPIs):


Engagements: The total number of chat engagements.

Engagements per chat: The average number of messages submitted by
the agent during a chat.

Engagement reply time: The average time between visitor
engagements and agent replies during a chat.

Engagement duration: The average length of each chat.

Engagement satisfaction: The percentage of chat engagements rated
as good from the total number of rated chats.



Note: Chat engagement time-based metrics begin measuring specifically when an agent interacts with a chat. Other Chat time-based metrics begin measuring when a visitor (or a visitor representative - such as an agent or trigger beginning a chat on behalf of a visitor) interacts with the chat.





Agent activity tab reports

This tab displays the following reports:


Engagement satisfaction score and average reply time: The
percentage satisfaction and average reply time for chats by
date.


Agent activity: Detailed information about the use of Chat by
each of your agents.






Agent concurrency tab

The Agent concurrency tab shows information about how many chats agents
are engaged in at the same time, shown by hour and by day. It also includes a
list of agents with the most concurrent chats. You can filter each report by
Time, Agent name, and Agent role.


Agent concurrency tab reports

This tab displays the following reports:


Concurrency by hour: The total number of concurrent chats your
agents were engaged in per hour.


Concurrency by day: The total number of concurrent
chats your agents were engaged in per day.


Top 50 Agents: A list of your agents showing their maximum and
average number of concurrent chats.






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