Overview of the Zendesk Messaging dashboard




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Verified AI summary ◀▼
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.


Explore features a prebuilt dashboard displaying data about your Zendesk messaging tickets. You
can edit and customize this dashboard by cloning it (see Cloning dashboards). In this article, you’ll learn about the
available reports for messaging.

This article contains the following topics:

Opening the Zendesk Messaging dashboard
Understanding the reports



Opening the Zendesk Messaging dashboard

Use this procedure to open the Zendesk Messaging dashboard.
To open the dashboard


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



All reports in this dashboard use the Zendesk Chat > Messaging tickets
dataset. For details about the dataset, see Metrics and attributes for Zendesk messaging.



Understanding the reports

The Zendesk Messaging dashboard contains the following tabs:

The Overview 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.
The Efficiency tab shows information about how quickly your agents reply
to and resolve messaging tickets from customers.
The Assignee activity 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.
The Unsolved tickets 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.
The First reply time tab shows information about how long it took for
agents to be offered, accept, be assigned, and reply to messaging tickets.
The Goal conversions tab shows information about your messaging goals, 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

To learn about the available reports on each tab, see Analyzing your messaging tickets.


Note: Data is available only from September 20, 2022 and
after.




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