Overview of the Zendesk Chat dashboard

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<p id="docs-hc-snippet" style="display: none;">Explore features a prebuilt dashboard displaying your Zendesk Chat engagement data. You can edit and customize this dashboard by cloning it (seeCloning Explore dashboards). In this article, you'll learn about the available reports for Chat.</p>
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<p class="p">Explore features a prebuilt dashboard displaying your Zendesk Chat engagement data. You
can edit and customize this 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>). In this article,
you'll learn about the available reports for Chat. </p>
<p class="p"><img alt="Average chats by day of week report" class="image img-screenshot" id="Explore_dashboard_Chat__image_zqz_y1n_kkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-16.png"></p>
<div class="p">This article contains the following topics:<ul class="ul" id="Explore_dashboard_Chat__ul_hzd_1bn_kkb">
<li class="li"><a class="xref" href="#topic_kyc_cbn_kkb">Opening the dashboard</a></li>
<li class="li"><a class="xref" href="#topic_xcl_jcj_z3b">Understanding the dashboard reports</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kyc_cbn_kkb">
<h2 class="title topictitle2" id="ariaid-title2">Opening the dashboard</h2>
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<p class="p"><strong class="ph b">To access the Chat dashboard</strong></p>
<ol class="ol" id="topic_kyc_cbn_kkb__ol_mbh_ynz_1fb">
<li class="li" dir="ltr">Click the Zendesk products menu in the top bar, then select
<strong class="ph b">Analytics</strong>.</li>
<li class="li" dir="ltr">Click the <strong class="ph b">Dashboards</strong> icon (<img class="image" id="topic_kyc_cbn_kkb__image_fz3_jsn_z3c" 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>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xcl_jcj_z3b">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the dashboard reports</h2>
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<p class="p">The Chat dashboard is split into four tabs:</p>
<ul class="ul" id="topic_xcl_jcj_z3b__ul_iqs_gbn_kkb">
<li class="li">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.</li>
<li class="li">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.</li>
<li class="li">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.</li>
<li class="li">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.</li>
<li class="li">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
time, agent name, and agent role.</li>
</ul>
<p class="p">To learn about the available reports on each tab, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837869850" target="_blank">Analyzing your Chat activity in Zendesk Support</a>.</p>
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