Overview of the Zendesk Messaging dashboard

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<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Explore a prebuilt messaging dashboard to track agent performance, customer satisfaction, and ticket efficiency. Customize it by cloning. Key tabs include Overview, Efficiency, Assignee activity, Unsolved tickets, and First reply time, each offering insights into ticket resolution, reply times, and unsolved tickets. Data is available from September 20, 2022, onwards. For detailed report analysis, refer to the relevant documentation.</p>
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<p class="p">Explore features a prebuilt dashboard displaying data about your Zendesk messaging tickets. You
can edit and customize this dashboard by cloning it (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">Cloning dashboards</a>). In this article, you’ll learn about the
available reports for messaging.</p>
<p class="p"><img class="image img-screenshot" id="Explore_dashboard_messaging__image_ecd_jkb_y5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_messaging_dashboard.png" width="600"></p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_dashboard_messaging__ul_pql_xjb_y5b">
<li class="li"><a class="xref" href="#topic_yng_yjb_y5b">Opening the Zendesk Messaging dashboard</a></li>
<li class="li"><a class="xref" href="#topic_qmp_zjb_y5b">Understanding the reports</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_yng_yjb_y5b">
<h2 class="title topictitle2" id="ariaid-title2">Opening the Zendesk Messaging dashboard</h2>
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<p class="p">Use this procedure to open the Zendesk Messaging dashboard. </p>
<p class="p"><strong class="ph b">To open the dashboard</strong></p>
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<ol class="ol" id="topic_yng_yjb_y5b__ol_rhw_mkb_y5b">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_yng_yjb_y5b__image_cnj_qkb_y5b" 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 Messaging</strong> dashboard.
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<p class="p">All reports in this dashboard use the <strong class="ph b">Zendesk Chat</strong> &gt; <strong class="ph b">Messaging tickets</strong>
dataset. For details about the dataset, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724624097818" target="_blank">Metrics and attributes for Zendesk messaging</a>.</p>
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<h2 class="title topictitle2" id="ariaid-title3">Understanding the reports</h2>
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<p class="p">The Zendesk Messaging dashboard contains the following tabs: </p>
<ul class="ul" id="topic_qmp_zjb_y5b__ul_r5k_zkb_y5b">
<li class="li">The <strong class="ph b">Overview</strong> tab shows information about agent performance and customer
satisfaction across all messaging channels. It includes information on the
number of messaging tickets, resolution times, satisfaction, and more. </li>
<li class="li">The <strong class="ph b">Efficiency</strong> tab shows information about how quickly your agents reply
to and resolve messaging tickets from customers. </li>
<li class="li">The <strong class="ph b">Assignee activity</strong> tab shows information about agent performance and
includes reports on reply times, resolution times, number of one-touch tickets,
satisfaction ratings, tickets solved, and more. </li>
<li class="li">The <strong class="ph b">Unsolved tickets</strong> tab shows information about your unsolved tickets,
including how many are unreplied to, how old the tickets are, what status
they’re in, who has the most unsolved tickets, and more. </li>
<li class="li">The <strong class="ph b">First reply time</strong> tab shows information about how long it took for
agents to be offered, accept, be assigned, and reply to messaging tickets.</li>
<li class="li">The <strong class="ph b">Goal conversions</strong> tab shows information about your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9435878261402" target="_blank">messaging goals</a>, giving you insight
into purchase conversions from a conversation, how your customers respond to
marketing campaigns, or tracking the outcome of a goal conversion for specific
groups of agents </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/4724610509082" target="_blank">Analyzing your messaging tickets</a>. </p>
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<div class="note note" id="topic_qmp_zjb_y5b__note_yfs_wkb_y5b">
<span class="notetitle">Note:</span> Data is available only from September 20, 2022 and
after.</div>
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