Overview of the Zendesk Chat dashboard


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.


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

This article contains the following topics:
Opening the dashboard
Understanding the dashboard reports




Opening the dashboard

To access the Chat dashboard

Click the Zendesk products menu in the top bar, then select
Analytics.
Click the Dashboards icon ( ) in the left sidebar.
From the list of dashboards, select the Zendesk Chat dashboard.




Understanding the dashboard reports

The Chat dashboard is split into four tabs:

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.
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.
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.
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.
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.

To learn about the available reports on each tab, see Analyzing your Chat activity in Zendesk Support.


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