Analyzing your Chat activity

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<p class="p" dir="ltr">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.</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> 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.</div>
</div>
<p class="p">You can edit and customize the Chat dashboard by cloning it (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362-Duplicating-pre-built-and-shared-dashboards" target="_blank">Cloning Explore dashboards</a>).</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> If you need something more complex, you can write your own reports
using a wide range of metrics and attributes. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">Creating reports</a>.</div>
</div>
<p class="p">The information in Explore dashboards is updated on a schedule. The schedule depends on
which Explore plan you are using. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore plans</a>.</p>
<p class="p">In the following topics, you'll learn how to access the Chat dashboard and see the
available reports:</p>
<ul class="ul" id="Explore_analyzing_chat__ul_dt1_jml_jkb">
<li class="li"><a class="xref" href="#topic_ymh_brl_jkb">Accessing the Chat dashboard</a></li>
<li class="li"><a class="xref" href="#topic_w24_brl_jkb">Understanding the Chat dashboard reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ymh_brl_jkb">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Chat dashboard</h2>
<div class="body">
<p class="p">Use the following procedure to access the Chat dashboard.</p>
<p class="p"><strong class="ph b">To access the Chat dashboard</strong></p>
<ol class="ol" id="topic_ymh_brl_jkb__ol_mbh_ynz_1fb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_ymh_brl_jkb__image_dhq_cfx_rsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Chat</strong> dashboard.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_w24_brl_jkb">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Chat dashboard reports</h2>
<div class="body">
<p class="p">This dashboard contains the following tabs:</p>
<ul class="ul" id="topic_w24_brl_jkb__ul_tmw_fdj_z3b">
<li class="li"><a class="xref" href="#topic_xcl_jcj_z3b">Chats tab</a></li>
<li class="li"><a class="xref" href="#topic_qbz_jcj_z3b">Efficiency tab</a></li>
<li class="li"><a class="xref" href="#topic_cmz_jcj_z3b">Satisfaction tab</a></li>
<li class="li"><a class="xref" href="#topic_w5z_jcj_z3b">Agent activity tab</a></li>
<li class="li"><a class="xref" href="#topic_kvl_1hd_lsb">Agent concurrency tab</a></li>
</ul>
<p class="p">The <strong class="ph b">Agent concurrency</strong> tab uses the <strong class="ph b">Chat: Chat concurrency </strong>dataset. All
other tabs use the <strong class="ph b">Chat: Engagement</strong> dataset.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_xcl_jcj_z3b">
<h3 class="title topictitle3" id="ariaid-title4">Chats tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Chats</strong> 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.</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_yjr_xdj_z3b">
<h4 class="title topictitle4" id="ariaid-title5">Chats tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_yjr_xdj_z3b__ul_rlf_22j_z3b">
<li class="li">
<strong class="ph b">Chats</strong>: The total number of chats during the selected date
range.</li>
<li class="li">
<strong class="ph b">Non-completed chats</strong>: The number of chats that were dropped, or
missed by agents.</li>
<li class="li">
<strong class="ph b">Completion rate</strong>: The percentage of total chats that were
completed.</li>
<li class="li">
<strong class="ph b">Outbound rate</strong>: The percentage of chats that were initiated by an
agent.</li>
<li class="li">
<strong class="ph b">Offline messages</strong>: The number of offline messages that were left
when no agent was online.</li>
</ul>
<p class="p"><img alt="Explore Chat dashboard headline metrics" class="image" id="topic_yjr_xdj_z3b__image_tqj_jfj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-1.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_qjr_xdj_z3b">
<h4 class="title topictitle4" id="ariaid-title6">Chats tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_qjr_xdj_z3b__ul_ttt_cfj_z3b">
<li class="li">
<strong class="ph b">Chats by hour</strong>: The percentage of chats each hour of the day for
the date range you selected.<p class="p"><img alt="Chats by hour report" class="image" id="topic_qjr_xdj_z3b__image_vxp_n4j_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-15.png"></p>
</li>
<li class="li">
<strong class="ph b">Average chats by day of week</strong>: The average number of chats each
day of the week for the date range you selected.<p class="p"><img alt="Average chats by day of week report" class="image" id="topic_qjr_xdj_z3b__image_wl4_q4j_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-16.png"></p>
</li>
<li class="li">
<strong class="ph b">Chats by date</strong>: The number of completed and not completed chats
over the date range you selected.<p class="p"><img alt="Chats by date report" class="image" id="topic_qjr_xdj_z3b__image_bjf_fld_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-27.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Chats by selected attribute (top 10)</strong>: The percentage of chats for
the selected attribute. You can choose from Chat department, country,
and platform.<p class="p"><img alt="Chats by selected attribute (top 10) report" class="image" id="topic_qjr_xdj_z3b__image_ul4_kld_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-28.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Chats by date and selected attribute (top 10)</strong>: The number of
chats for the selected attribute. You can choose from Chat department,
country, and platform.<p class="p"><img alt="Chats by date and selected attribute report" class="image" id="topic_qjr_xdj_z3b__image_fvt_ggj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-2.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Chats by month/year</strong>: The number of chats per month for the year
you select. You can overlay data from the past five years.<p class="p"><img alt="Chats by month/year report" class="image" id="topic_qjr_xdj_z3b__image_vgz_nnd_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-36.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_qbz_jcj_z3b">
<h3 class="title topictitle3" id="ariaid-title7">Efficiency tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Efficiency</strong> 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.</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_rsv_xdj_z3b">
<h4 class="title topictitle4" id="ariaid-title8">Efficiency tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_rsv_xdj_z3b__ul_lxw_t2j_z3b">
<li class="li">
<strong class="ph b">Chat duration average</strong>: The average duration of all your chats in
the chosen date range</li>
<li class="li">
<strong class="ph b">Wait time average</strong>: The average time from the start of the chat
session until an agent replied, or the visitor left the chat.</li>
<li class="li">
<strong class="ph b">Reply time average</strong>: The average time between a visitor message
and a subsequent agent reply.</li>
<li class="li">
<strong class="ph b">No reply time average</strong>: The average time between a visitors
message going unanswered and the visitor leaving the chat.</li>
<li class="li">
<strong class="ph b">Agent messages average</strong>: The average number of messages submitted
by an agent during the chat.</li>
</ul>
<p class="p"><img alt="Chat dashboard efficiency tab KPIs" class="image" id="topic_rsv_xdj_z3b__image_jxx_smj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-11.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_ksv_xdj_z3b">
<h4 class="title topictitle4" id="ariaid-title9">Efficiency tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_ksv_xdj_z3b__ul_yzc_dfj_z3b">
<li class="li">
<strong class="ph b">Chats by completion</strong>: Displays a pie chart showing the percentage
of chats that were not engaged, missed, dropped, and completed.<p class="p"><img alt="Chat by completion report" class="image" id="topic_ksv_xdj_z3b__image_znh_bsd_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-38.png"></p>
</li>
<li class="li">
<strong class="ph b">Chats by agent messages brackets</strong>: 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.<p class="p"><img alt="Chats by agent messages brackets report" class="image" id="topic_ksv_xdj_z3b__image_ivd_2sd_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-39.png"></p>
</li>
<li class="li">
<strong class="ph b">Chat completion by date</strong>: Displays the number of chats that were
completed, dropped or missed over the selected date range.<p class="p"><img alt="Chat completion by date report" class="image" id="topic_ksv_xdj_z3b__image_yyx_l5d_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-47.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Reply time averages by date</strong>: Displays the number of chats, and
reply time statistics over the selected date range.<p class="p"><img alt="Reply time averages by date report" class="image" id="topic_ksv_xdj_z3b__image_bwv_45d_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-48.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Chat completion rates by month (12 months)</strong>: Displays monthly
rates for completed, missed and dropped calls over the selected date
range.<p class="p"><img alt="Chat completion rates by month (12 months) report" class="image" id="topic_ksv_xdj_z3b__image_mfh_yrd_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-37.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_cmz_jcj_z3b">
<h3 class="title topictitle3" id="ariaid-title10">Satisfaction tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Satisfaction</strong> 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.</p>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_dtz_xdj_z3b">
<h4 class="title topictitle4" id="ariaid-title11">Satisfaction tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_dtz_xdj_z3b__ul_j1m_52j_z3b">
<li class="li">
<strong class="ph b">Chat satisfaction score</strong>: The percentage of chat sessions rated as
good from the total number of rated chats.</li>
<li class="li">
<strong class="ph b">Good satisfaction chats</strong>: The number of chats with a good
rating.</li>
<li class="li">
<strong class="ph b">Bad satisfaction chats</strong>: The number of chats with a bad
rating.</li>
<li class="li">
<strong class="ph b">Rated satisfaction chats</strong>: The total number of rated chats.</li>
<li class="li">
<strong class="ph b">Chat rated ratio</strong>: The percentage of chat sessions rated as good
or bad from the total number of rated chats.</li>
</ul>
<p class="p"><img alt="Explore chat satisfaction KPIs" class="image" id="topic_dtz_xdj_z3b__image_wp5_54j_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-17.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested3" id="topic_wsz_xdj_z3b">
<h4 class="title topictitle4" id="ariaid-title12">Satisfaction tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_wsz_xdj_z3b__ul_swh_dfj_z3b">
<li class="li">
<strong class="ph b">Chat satisfaction score and rated chats by date</strong>: A graph showing
rated chats and the percentage chat satisfaction score over the chosen
date range.<p class="p"><img alt="Chat satisfaction score and rated chats by date" class="image" id="topic_wsz_xdj_z3b__image_tzv_qqj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-20.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Chat satisfaction score by department (top 10 by volume)</strong>: The top
ten departments with the highest chat satisfaction score.<p class="p"><img alt="Chat satisfaction score by department report" class="image" id="topic_wsz_xdj_z3b__image_rxk_jqj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-18.png"></p>
</li>
<li class="li">
<strong class="ph b">Chat satisfaction score by country</strong>: The top ten countries with
the highest chat satisfaction score.<p class="p"><img alt="Chat satisfaction score by country report" class="image" id="topic_wsz_xdj_z3b__image_xxm_lqj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-19.png"></p>
</li>
<li class="li">
<strong class="ph b">Chat satisfaction score and rated chats by month (12 months)</strong>: A
graph showing rated chats and the percentage chat satisfaction score on
a month-by-month basis for the selected date range.<p class="p"><img alt="Chat satisfaction and rated chats by month report" class="image" id="topic_wsz_xdj_z3b__image_wkp_xqj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-21.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_w5z_jcj_z3b">
<h3 class="title topictitle3" id="ariaid-title13">Agent activity tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Agent activity</strong> 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.</p>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested3" id="topic_x32_ydj_z3b">
<h4 class="title topictitle4" id="ariaid-title14">Agent activity tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_x32_ydj_z3b__ul_lnw_v2j_z3b">
<li class="li">
<strong class="ph b">Engagements</strong>: The total number of chat engagements.</li>
<li class="li">
<strong class="ph b">Engagements per chat</strong>: The average number of messages submitted by
the agent during a chat. </li>
<li class="li">
<strong class="ph b">Engagement reply time</strong>: The average time between visitor
engagements and agent replies during a chat.</li>
<li class="li">
<strong class="ph b">Engagement duration</strong>: The average length of each chat.</li>
<li class="li">
<strong class="ph b">Engagement satisfaction</strong>: The percentage of chat engagements rated
as good from the total number of rated chats.</li>
</ul>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> 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.</div>
</div>
<p class="p"><img alt="Chat agent activity headline metrics" class="image" id="topic_x32_ydj_z3b__image_epr_wkj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-8.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested3" id="topic_o32_ydj_z3b">
<h4 class="title topictitle4" id="ariaid-title15">Agent activity tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_o32_ydj_z3b__ul_ulm_dfj_z3b">
<li class="li">
<strong class="ph b">Engagement satisfaction score and average reply time</strong>: The
percentage satisfaction and average reply time for chats by
date.<p class="p"><img alt="Engagement satisfaction score and average reply time report" class="image" id="topic_o32_ydj_z3b__image_jsx_lmj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-10.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Agent activity</strong>: Detailed information about the use of Chat by
each of your agents.<p class="p"><img alt="Chat agent activity report" class="image" id="topic_o32_ydj_z3b__image_cz3_plj_z3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-9.png" width="850"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_kvl_1hd_lsb">
<h3 class="title topictitle3" id="ariaid-title16">Agent concurrency tab</h3>
<div class="body">
<p class="p">The<strong class="ph b"> Agent concurrency</strong> 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
<strong class="ph b">Time</strong>, <strong class="ph b">Agent name</strong>, and <strong class="ph b">Agent role</strong>.</p>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested3" id="topic_stj_chd_lsb">
<h4 class="title topictitle4" id="ariaid-title17">Agent concurrency tab reports</h4>
<div class="body">
<p class="p" dir="ltr">This tab displays the following reports:</p>
<ul class="ul" id="topic_stj_chd_lsb__ul_cwp_dhd_lsb">
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Concurrency by hour</strong>: The total number of concurrent chats your
agents were engaged in per hour. <img class="image" id="topic_stj_chd_lsb__image_srx_mhd_lsb" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_chat_concurrency_by_hour.png" width="850"></p>
</li>
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Concurrency by day</strong>:<strong class="ph b"> </strong>The total number of concurrent
chats your agents were engaged in per day. <img class="image" id="topic_stj_chd_lsb__image_sx4_nhd_lsb" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_chat_concurrency_by_day.png" width="850"></p>
</li>
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Top 50 Agents</strong>: A list of your agents showing their maximum and
average number of concurrent chats. <img class="image" id="topic_stj_chd_lsb__image_snd_4hd_lsb" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_chat_concurrency_top_50_agents.png"></p>
</li>
</ul>
</div>
</div>
</div>
</div>
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