Migrating from Chat analytics to messaging reporting

<body>
<p id="docs-hc-snippet" style="display: none;">When you migrate from Chat to messaging, you can use real-time monitoring dashboards, the Explore Messaging dashboard, or both to monitor ticket volume, agent activity, and customer experience. There’s no automated way to migrate your Chat analytics setup, so you need to recreate your reporting manually in the messaging tools you plan to use. This article explains the available reporting options, how to prepare for the transition, and how common Chat analytics metrics map to messaging reporting.</p>

<div class="body">
<p class="p">When you migrate from Chat to messaging, you can use real-time monitoring dashboards, the Explore Messaging dashboard, or both to monitor ticket volume, agent activity, and customer experience. There’s no automated way to migrate your Chat analytics setup, so you need to recreate your reporting manually in the messaging tools you plan to use. This article explains the available reporting options, how to prepare for the transition, and how common Chat analytics metrics map to messaging reporting.</p>
<p class="p">This article includes the following topics:</p>
<ul class="ul" id="topic_migrating_chat_analytics_to_messaging_reporting__ul_article_toc">
<li class="li"><a class="xref" href="#topic_about_messaging_reporting_options">About the messaging reporting options</a></li>
<li class="li"><a class="xref" href="#topic_preparing_to_migrate">Preparing to migrate</a></li>
<li class="li"><a class="xref" href="#topic_setting_up_real_time_monitoring">Setting up real-time monitoring</a></li>
<li class="li"><a class="xref" href="#topic_setting_up_explore_messaging_dashboard">Setting up the Explore Messaging dashboard</a></li>
<li class="li"><a class="xref" href="#topic_comparing_chat_analytics_and_messaging_reporting">Comparing Chat analytics and messaging reporting</a></li>
<li class="li"><a class="xref" href="#topic_understanding_common_reporting_changes_after_migration">Understanding common reporting changes after migration</a></li>
</ul>
<p class="p">For more information on messaging reporting and analysis, see the following articles:</p>
<ul class="ul" id="topic_migrating_chat_analytics_to_messaging_reporting__ul_related_articles">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">About real-time monitoring dashboards</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757102346010-Accessing-the-real-time-monitoring-dashboards" target="_blank">Accessing the real-time monitoring dashboards</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724611131418" target="_blank">Overview of the Zendesk Messaging dashboard</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724610509082" target="_blank">Analyzing your messaging tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724624097818" target="_blank">Metrics and attributes for Zendesk messaging</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_about_messaging_reporting_options">
<h2 class="title topictitle2" id="ariaid-title2">About the messaging reporting options</h2>
<div class="body">
<p class="p">You can use one or both of Zendesk's reporting options for messaging:</p>
<ul class="ul" id="topic_about_messaging_reporting_options__ul_reporting_options">
<li class="li">
<strong class="ph b">Real-time monitoring dashboards</strong>, which provide live, operational, omnichannel visibility and recent historical data for up to 30 days.</li>
<li class="li">
<strong class="ph b">The Explore Messaging dashboard</strong>, which provides historical reporting for messaging tickets and performance trends. It doesn’t include live performance data.</li>
</ul>
<p class="p">These options offer different views into how, and how well, your messaging configuration is
working, and you can use them in tandem. Use real-time monitoring to manage current and
recent workload and agent activity. Use the Explore Messaging dashboard to analyze
historical performance and trends.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_real_time_monitoring">
<h3 class="title topictitle3" id="ariaid-title3">Real-time monitoring</h3>
<div class="body">
<p class="p">Real-time monitoring:</p>
<ul class="ul" id="topic_real_time_monitoring__ul_real_time_monitoring">
<li class="li">Organizes reporting by workflow instead of by channel, which can make it easier to monitor day-to-day support operations.</li>
<li class="li">Shows live data that helps you make immediate staffing and queue management decisions.</li>
<li class="li">Includes recent historical data for many reports, so you can review trends over the past 30 days.</li>
</ul>
<p class="p">By default, real-time monitoring includes these dashboards:</p>
<ul class="ul" id="topic_real_time_monitoring__ul_real_time_dashboards">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103190810" target="_blank">Incoming tickets</a> (requires omnichannel routing)</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103543194" target="_blank">Ticket progress</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103842458" target="_blank">Agent productivity</a></li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">About real-time monitoring dashboards</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_explore_messaging_dashboard">
<h3 class="title topictitle3" id="ariaid-title4">The Explore Messaging dashboard</h3>
<div class="body">
<p class="p">The Explore Messaging dashboard:</p>
<ul class="ul" id="topic_explore_messaging_dashboard__ul_explore_dashboard">
<li class="li">Provides historical reporting for messaging tickets and agent performance.</li>
<li class="li">Includes reports for metrics such as first reply time, agent activity, and messaging goal conversions.</li>
<li class="li">Shows historical data from the date Explore was enabled for the account, as far back as August 2021.</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724611131418" target="_blank">Overview of the Zendesk Messaging dashboard</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_preparing_to_migrate">
<h2 class="title topictitle2" id="ariaid-title5">Preparing to migrate</h2>
<div class="body">
<p class="p">Currently, reporting settings from Chat analytics are not included as part of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9435865466906" target="_blank">automated migration tool</a>. You need to recreate your reporting setup manually in real-time monitoring and the Explore Messaging dashboard.</p>
<p class="p"><strong class="ph b">To prepare for the transition from Chat analytics to messaging reporting</strong></p>
<ul class="ul" id="topic_preparing_to_migrate__ul_preparing_to_migrate">
<li class="li">Review the reports you use today. Identify which reports are still useful, which metrics matter most, and which dashboards you don’t need to recreate.</li>
<li class="li">Learn how messaging reporting differs from Chat analytics. Review the metric comparison section in this article. Some Chat metrics don’t have direct messaging equivalents, so you may need to adjust how you measure performance.</li>
<li class="li">Review the available reporting tools. Familiarize yourself with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">real-time monitoring</a> and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724611131418" target="_blank">Explore Messaging dashboard</a>, including the filters, dashboards, and reports available in each.</li>
<li class="li">Make a reporting plan. List the queues, teams, filters, and key metrics you want to monitor in each tool.</li>
<li class="li">Review how messaging changes performance metrics. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6330405002906" target="_blank">Metrics that matter: Measuring success when migrating from live chat to messaging</a> to understand how messaging workflows can affect the way you evaluate team performance.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_setting_up_real_time_monitoring">
<h2 class="title topictitle2" id="ariaid-title6">Setting up real-time monitoring</h2>
<div class="body">
<p class="p">Use real-time monitoring if you need live visibility into queue backlog, in-progress work, and agent activity.</p>
<p class="p"><strong class="ph b">To set up real-time monitoring</strong></p>
<ol class="ol" id="topic_setting_up_real_time_monitoring__ol_setting_up_real_time_monitoring">
<li class="li">Access the real-time monitoring dashboards. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757102346010" target="_blank">Accessing the real-time monitoring dashboards</a>.</li>
<li class="li">Review the available dashboards: <ul class="ul" id="topic_setting_up_real_time_monitoring__ul_available_dashboards">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103190810" target="_blank">Incoming tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103543194" target="_blank">Ticket progress</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103842458" target="_blank">Agent productivity</a></li>
</ul>
</li>
<li class="li">If you want to use the full set of real-time messaging dashboards, make sure <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210" target="_blank">omnichannel routing is configured</a> where required.</li>
<li class="li">Apply filters and drill into the dashboards to focus on the brands, groups, channels, and agents you want to monitor.</li>
</ol>
<p class="p">You can’t create custom reports in real-time monitoring. However, you can use filters and drill-ins to review ticket and agent activity in more detail.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_setting_up_explore_messaging_dashboard">
<h2 class="title topictitle2" id="ariaid-title7">Setting up the Explore Messaging dashboard</h2>
<div class="body">
<p class="p">Use the Explore Messaging dashboard if you need historical reporting for messaging performance and trends.</p>
<p class="p"><strong class="ph b">To set up the Explore Messaging dashboard</strong></p>
<ol class="ol" id="topic_setting_up_explore_messaging_dashboard__ol_setting_up_explore_dashboard">
<li class="li">Open the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724611131418" target="_blank">Zendesk Messaging dashboard in Explore</a>.</li>
<li class="li">Review the prebuilt reports available in the dashboard.</li>
<li class="li">Identify the reports that match the metrics you tracked in Chat analytics.</li>
<li class="li">If needed, create <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839246618" target="_blank">custom reports in Explore</a> to support your reporting requirements.</li>
<li class="li">Validate your filters, date ranges, and datasets so your reports reflect the messaging activity you want to measure.</li>
</ol>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724610509082" target="_blank">Analyzing your messaging tickets</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_comparing_chat_analytics_and_messaging_reporting">
<h2 class="title topictitle2" id="ariaid-title8">Comparing Chat analytics and messaging reporting</h2>
<div class="body">
<p class="p">Many Chat analytics metrics have equivalent or near-equivalent metrics in messaging reporting. In some cases, there isn’t a direct match because messaging workflows differ from chat workflows.</p>
<p class="p">Use the following tables to identify where common Chat analytics metrics appear in real-time monitoring or the Explore Messaging dashboard.</p>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_monitoring_data">
<h3 class="title topictitle3" id="ariaid-title9">Monitoring data</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_monitoring_data__table_monitoring_data" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d79e395" style="vertical-align:top;">Chat metric</th>
<th class="entry nocellnorowborder" id="d79e398" style="vertical-align:top;">Real-time monitoring</th>
<th class="entry nocellnorowborder" id="d79e401" style="vertical-align:top;">Explore messaging reporting</th>
<th class="entry cell-norowborder" id="d79e404" style="vertical-align:top;">Notes</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e395" style="vertical-align:top;"><strong class="ph b">Chat Analytics or Chat engagements dataset</strong></td>
<td class="entry nocellnorowborder" headers="d79e398" style="vertical-align:top;">N/A</td>
<td class="entry nocellnorowborder" headers="d79e401" style="vertical-align:top;">Messaging dataset and Messaging engagement dataset</td>
<td class="entry cell-norowborder" headers="d79e404" style="vertical-align:top;">Messaging reporting may require a different dataset than the one you used for Chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e395" style="vertical-align:top;"><strong class="ph b">Monitor or Live data dashboard in Explore</strong></td>
<td class="entry nocellnorowborder" headers="d79e398" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234-About-real-time-monitoring-dashboards" target="_blank">Real-time monitoring dashboards</a></td>
<td class="entry nocellnorowborder" headers="d79e401" style="vertical-align:top;">N/A</td>
<td class="entry cell-norowborder" headers="d79e404" style="vertical-align:top;">Use real-time monitoring for live operational visibility.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e395" style="vertical-align:top;"><strong class="ph b">Visitor list for monitoring agents</strong></td>
<td class="entry nocellnorowborder" headers="d79e398" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103842458-Using-the-agent-productivity-real-time-dashboard" target="_blank">Agent productivity real-time dashboard</a></td>
<td class="entry nocellnorowborder" headers="d79e401" style="vertical-align:top;">Agent productivity reporting</td>
<td class="entry cell-norowborder" headers="d79e404" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d79e395" style="vertical-align:top;"><strong class="ph b">Visitor list for monitoring queues</strong></td>
<td class="entry row-nocellborder" headers="d79e398" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103190810-Using-the-incoming-tickets-real-time-dashboard" target="_blank">Incoming tickets</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103543194-Using-the-ticket-progress-real-time-dashboard" target="_blank">In-progress tickets</a>
</td>
<td class="entry row-nocellborder" headers="d79e401" style="vertical-align:top;">Incoming tickets reporting</td>
<td class="entry cellrowborder" headers="d79e404" style="vertical-align:top;"> </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_metrics_for_ticket_volume">
<h3 class="title topictitle3" id="ariaid-title10">Metrics for ticket volume</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_metrics_for_ticket_volume__table_metrics_ticket_volume" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d79e512" style="vertical-align:top;">Chat metric</th>
<th class="entry nocellnorowborder" id="d79e515" style="vertical-align:top;">Real-time monitoring</th>
<th class="entry nocellnorowborder" id="d79e518" style="vertical-align:top;">Explore messaging reporting</th>
<th class="entry cell-norowborder" id="d79e521" style="vertical-align:top;">Notes</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e512" style="vertical-align:top;"><strong class="ph b">Chats</strong></td>
<td class="entry nocellnorowborder" headers="d79e515" style="vertical-align:top;">Active conversations in queue</td>
<td class="entry nocellnorowborder" headers="d79e518" style="vertical-align:top;">Messaging tickets</td>
<td class="entry cell-norowborder" headers="d79e521" style="vertical-align:top;">Messaging tickets count tickets created from messaging channels, not chat sessions</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e512" style="vertical-align:top;"><strong class="ph b">Completed chats</strong></td>
<td class="entry nocellnorowborder" headers="d79e515" style="vertical-align:top;">Solved tickets</td>
<td class="entry nocellnorowborder" headers="d79e518" style="vertical-align:top;">Solved tickets</td>
<td class="entry cell-norowborder" headers="d79e521" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e512" style="vertical-align:top;"><strong class="ph b">Missed inbound chats</strong></td>
<td class="entry nocellnorowborder" headers="d79e515" style="vertical-align:top;">Missed conversations</td>
<td class="entry nocellnorowborder" headers="d79e518" style="vertical-align:top;">Missed conversations (workflow-dependent)</td>
<td class="entry cell-norowborder" headers="d79e521" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e512" style="vertical-align:top;"><strong class="ph b">Dropped chats</strong></td>
<td class="entry nocellnorowborder" headers="d79e515" style="vertical-align:top;">N/A</td>
<td class="entry nocellnorowborder" headers="d79e518" style="vertical-align:top;">No direct equivalent</td>
<td class="entry cell-norowborder" headers="d79e521" style="vertical-align:top;">Messaging conversations are persistent, so dropped chats don’t map directly.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e512" style="vertical-align:top;"><strong class="ph b">Transferred chats</strong></td>
<td class="entry nocellnorowborder" headers="d79e515" style="vertical-align:top;">Reassigned messaging tickets</td>
<td class="entry nocellnorowborder" headers="d79e518" style="vertical-align:top;">Reassigned messaging tickets</td>
<td class="entry cell-norowborder" headers="d79e521" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d79e512" style="vertical-align:top;"><strong class="ph b">Offline messages</strong></td>
<td class="entry row-nocellborder" headers="d79e515" style="vertical-align:top;">Messaging tickets created outside of business hours</td>
<td class="entry row-nocellborder" headers="d79e518" style="vertical-align:top;">Messaging tickets created outside of business hours</td>
<td class="entry cellrowborder" headers="d79e521" style="vertical-align:top;"> </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_metrics_for_customer_experience">
<h3 class="title topictitle3" id="ariaid-title11">Metrics for customer experience</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_metrics_for_customer_experience__table_metrics_customer_experience" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d79e650" style="vertical-align:top;">Chat metric</th>
<th class="entry nocellnorowborder" id="d79e653" style="vertical-align:top;">Real-time monitoring</th>
<th class="entry nocellnorowborder" id="d79e656" style="vertical-align:top;">Explore messaging reporting</th>
<th class="entry cell-norowborder" id="d79e659" style="vertical-align:top;">Notes</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e650" style="vertical-align:top;"><strong class="ph b">% Chat satisfaction score</strong></td>
<td class="entry nocellnorowborder" headers="d79e653" style="vertical-align:top;">Satisfaction (overall)</td>
<td class="entry nocellnorowborder" headers="d79e656" style="vertical-align:top;">Good satisfaction tickets</td>
<td class="entry cell-norowborder" headers="d79e659" style="vertical-align:top;">The calculation method may differ between tools.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e650" style="vertical-align:top;"><strong class="ph b">Chat duration (sec)</strong></td>
<td class="entry nocellnorowborder" headers="d79e653" style="vertical-align:top;">Chat duration</td>
<td class="entry nocellnorowborder" headers="d79e656" style="vertical-align:top;">Full resolution time (min)</td>
<td class="entry cell-norowborder" headers="d79e659" style="vertical-align:top;">These metrics are related, but they don’t measure exactly the same behavior.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e650" style="vertical-align:top;"><strong class="ph b">Chat wait time (sec)</strong></td>
<td class="entry nocellnorowborder" headers="d79e653" style="vertical-align:top;">Wait time</td>
<td class="entry nocellnorowborder" headers="d79e656" style="vertical-align:top;">First reply time (sec)</td>
<td class="entry cell-norowborder" headers="d79e659" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e650" style="vertical-align:top;"><strong class="ph b">Chat first reply time (sec)</strong></td>
<td class="entry nocellnorowborder" headers="d79e653" style="vertical-align:top;">Response time</td>
<td class="entry nocellnorowborder" headers="d79e656" style="vertical-align:top;">First reply time (sec)</td>
<td class="entry cell-norowborder" headers="d79e659" style="vertical-align:top;">In messaging, first reply time doesn’t include bot replies in the same way Chat can.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e650" style="vertical-align:top;"><strong class="ph b">Chat average reply time (sec)</strong></td>
<td class="entry nocellnorowborder" headers="d79e653" style="vertical-align:top;">Response time</td>
<td class="entry nocellnorowborder" headers="d79e656" style="vertical-align:top;">Requester wait time average (sec)</td>
<td class="entry cell-norowborder" headers="d79e659" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e650" style="vertical-align:top;"><strong class="ph b">Chat agent messages</strong></td>
<td class="entry nocellnorowborder" headers="d79e653" style="vertical-align:top;">N/A</td>
<td class="entry nocellnorowborder" headers="d79e656" style="vertical-align:top;">Agent messages</td>
<td class="entry cell-norowborder" headers="d79e659" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e650" style="vertical-align:top;"><strong class="ph b">Chat visitor messages</strong></td>
<td class="entry nocellnorowborder" headers="d79e653" style="vertical-align:top;">N/A</td>
<td class="entry nocellnorowborder" headers="d79e656" style="vertical-align:top;">Requester messages</td>
<td class="entry cell-norowborder" headers="d79e659" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d79e650" style="vertical-align:top;"><strong class="ph b">Assignments</strong></td>
<td class="entry row-nocellborder" headers="d79e653" style="vertical-align:top;">N/A</td>
<td class="entry row-nocellborder" headers="d79e656" style="vertical-align:top;">Assignee stations, Assignee changes, or assignment-related metrics</td>
<td class="entry cellrowborder" headers="d79e659" style="vertical-align:top;"> </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_metrics_for_agent_and_queue_monitoring">
<h3 class="title topictitle3" id="ariaid-title12">Metrics for agent and queue monitoring</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_metrics_for_agent_and_queue_monitoring__table_metrics_agent_queue_monitoring" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d79e820" style="vertical-align:top;">Chat metric</th>
<th class="entry nocellnorowborder" id="d79e823" style="vertical-align:top;">Real-time monitoring</th>
<th class="entry nocellnorowborder" id="d79e826" style="vertical-align:top;">Explore messaging reporting</th>
<th class="entry cell-norowborder" id="d79e829" style="vertical-align:top;">Notes</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e820" style="vertical-align:top;"><strong class="ph b">Chat wait time</strong></td>
<td class="entry nocellnorowborder" headers="d79e823" style="vertical-align:top;">N/A</td>
<td class="entry nocellnorowborder" headers="d79e826" style="vertical-align:top;">Assignment to first reply (sec)</td>
<td class="entry cell-norowborder" headers="d79e829" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e820" style="vertical-align:top;"><strong class="ph b">Engagement duration (min)</strong></td>
<td class="entry nocellnorowborder" headers="d79e823" style="vertical-align:top;">Average and longest handle time</td>
<td class="entry nocellnorowborder" headers="d79e826" style="vertical-align:top;">Handle time (min)</td>
<td class="entry cell-norowborder" headers="d79e829" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e820" style="vertical-align:top;"><strong class="ph b">% Assignment acceptance rate</strong></td>
<td class="entry nocellnorowborder" headers="d79e823" style="vertical-align:top;">Agent productivity metrics</td>
<td class="entry nocellnorowborder" headers="d79e826" style="vertical-align:top;">Acceptance rate</td>
<td class="entry cell-norowborder" headers="d79e829" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e820" style="vertical-align:top;"><strong class="ph b">Time spent online/away/invisible</strong></td>
<td class="entry nocellnorowborder" headers="d79e823" style="vertical-align:top;">Agent availability views</td>
<td class="entry nocellnorowborder" headers="d79e826" style="vertical-align:top;">Agent time in state</td>
<td class="entry cell-norowborder" headers="d79e829" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d79e820" style="vertical-align:top;"><strong class="ph b">Average concurrency</strong></td>
<td class="entry row-nocellborder" headers="d79e823" style="vertical-align:top;">Capacity in use</td>
<td class="entry row-nocellborder" headers="d79e826" style="vertical-align:top;">Agent average used capacity</td>
<td class="entry cellrowborder" headers="d79e829" style="vertical-align:top;"> </td>
</tr>
</tbody>
</table>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested3" id="topic_monitoring_queues_and_agents_in_real_time">
<h4 class="title topictitle4" id="ariaid-title13">Monitoring queues and agents in real time</h4>
<div class="body">
<p class="p">If you used Chat Monitor, Live data dashboard, or Visitor List in Chat, the following real-time monitoring dashboards are the closest messaging equivalents:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_monitoring_queues_and_agents_in_real_time__table_monitoring_queues_agents_real_time" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d79e938" style="vertical-align:top;">Chat metric</th>
<th class="entry cell-norowborder" id="d79e941" style="vertical-align:top;">Real-time monitoring equivalent</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e938" style="vertical-align:top;"><strong class="ph b">Queue</strong></td>
<td class="entry cell-norowborder" headers="d79e941" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103190810" target="_blank">Incoming tickets</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e938" style="vertical-align:top;"><strong class="ph b">Wait time</strong></td>
<td class="entry cell-norowborder" headers="d79e941" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103190810" target="_blank">Incoming tickets</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103543194" target="_blank">Ticket progress</a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e938" style="vertical-align:top;"><strong class="ph b">Response time</strong></td>
<td class="entry cell-norowborder" headers="d79e941" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103543194" target="_blank">Ticket progress</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e938" style="vertical-align:top;"><strong class="ph b">Chat duration</strong></td>
<td class="entry cell-norowborder" headers="d79e941" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103543194" target="_blank">Ticket progress</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e938" style="vertical-align:top;"><strong class="ph b">Currently served chats</strong></td>
<td class="entry cell-norowborder" headers="d79e941" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103842458" target="_blank">Agent productivity</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e938" style="vertical-align:top;"><strong class="ph b">Chats per agent</strong></td>
<td class="entry cell-norowborder" headers="d79e941" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103842458" target="_blank">Agent productivity</a></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e938" style="vertical-align:top;"><strong class="ph b">Drill down into agents</strong></td>
<td class="entry cell-norowborder" headers="d79e941" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103842458" target="_blank">Agent productivity</a></td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d79e938" style="vertical-align:top;"><strong class="ph b">Drill down into queues</strong></td>
<td class="entry cellrowborder" headers="d79e941" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103190810" target="_blank">Incoming tickets</a></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested1" id="topic_understanding_common_reporting_changes_after_migration">
<h2 class="title topictitle2" id="ariaid-title14">Understanding common reporting changes after migration</h2>
<div class="body">
<p class="p">After you migrate from Chat to messaging, you may notice changes in reported volume, wait time, first reply time, and handle time. These changes are often caused by differences between chat and messaging workflows rather than by a reporting error.</p>
<p class="p">This section includes the following reporting changes:</p>
<ul class="ul" id="topic_understanding_common_reporting_changes_after_migration__ul_o4h_nvx_zjc">
<li class="li"><a class="xref" href="#topic_increase_in_first_reply_time">Increase in first reply time for messaging tickets vs chat tickets</a></li>
<li class="li"><a class="xref" href="#topic_increase_in_ticket_volume">Increase in ticket volume after migration</a></li>
<li class="li"><a class="xref" href="#topic_increase_in_agent_handle_time">Increase in agent handle time</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_increase_in_first_reply_time">
<h3 class="title topictitle3" id="ariaid-title15">Increase in first reply time for messaging tickets vs chat tickets</h3>
<div class="body">
<p class="p"><strong class="ph b">Issue:</strong> You notice an increase in first reply time after moving to messaging.</p>
<p class="p"><strong class="ph b">Possible causes include:</strong></p>
<ul class="ul" id="topic_increase_in_first_reply_time__ul_first_reply_time_causes">
<li class="li">
<strong class="ph b">Account uses custom bot in Chat</strong>
<ul class="ul" id="topic_increase_in_first_reply_time__ul_custom_bot_chat">
<li class="li">In Chat, first reply time can include the AI agent’s first response.</li>
<li class="li">In messaging, first reply time measures the time from handoff to the first human
agent reply. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Messaging ticket volume has increased</strong>
<ul class="ul" id="topic_increase_in_first_reply_time__ul_ticket_volume_increased">
<li class="li">More tickets in queue can increase first reply time. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Wait time in queue has increased</strong>
<ul class="ul" id="topic_increase_in_first_reply_time__ul_wait_time_increased">
<li class="li">Reopened or unassigned messaging tickets can affect response times. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Agent handle time has increased</strong>
<ul class="ul" id="topic_increase_in_first_reply_time__ul_handle_time_increased">
<li class="li">If agents hold capacity longer or tickets are reassigned frequently, first reply
time can increase. </li>
</ul>
</li>
</ul>
<p class="p">For a more accurate comparison, compare Chat engagement-based first reply metrics with messaging assignment-to-first-reply metrics where appropriate.</p>
<p class="p"><strong class="ph b">Recommended actions:</strong></p>
<ul class="ul" id="topic_increase_in_first_reply_time__ul_first_reply_time_actions">
<li class="li">Create reports with the following KPIs for messaging and Chat: <ul class="ul" id="topic_increase_in_first_reply_time__ul_first_reply_time_kpis">
<li class="li">Messaging ticket volume.</li>
<li class="li">First assignment or queue wait time.</li>
<li class="li">Reassignment volume.</li>
<li class="li">Agent acceptance rate.</li>
<li class="li">Agent handle time. </li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_increase_in_ticket_volume">
<h3 class="title topictitle3" id="ariaid-title16">Increase in ticket volume after migration</h3>
<div class="body">
<p class="p"><strong class="ph b">Issue:</strong> You notice more messaging tickets than you previously saw in Chat reporting.</p>
<p class="p"><strong class="ph b">Possible cause:</strong> Messaging reporting can include conversations that were handled differently in Chat, including tickets created outside business hours and conversations that remain active across a longer lifecycle.</p>
<p class="p"><strong class="ph b">Recommended actions:</strong></p>
<ul class="ul" id="topic_increase_in_ticket_volume__ul_ticket_volume_actions">
<li class="li">Review how your reporting handles: <ul class="ul" id="topic_increase_in_ticket_volume__ul_reporting_handles">
<li class="li">Tickets created outside business hours.</li>
<li class="li">Reopened conversations.</li>
<li class="li">Workflow-driven conversation handling. </li>
</ul>
</li>
<li class="li">Use business-hours-based metrics where appropriate to exclude time spent waiting outside scheduled support hours.</li>
<li class="li">Review your routing and workflow configuration if you want messaging behavior to more closely match your previous Chat workflows.</li>
</ul>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested3" id="topic_increase_in_wait_time_due_to_agent_capacity">
<h4 class="title topictitle4" id="ariaid-title17">Increase in wait time due to agent capacity</h4>
<div class="body">
<p class="p"><strong class="ph b">Issue:</strong> Agents aren’t releasing capacity quickly enough.</p>
<p class="p"><strong class="ph b">Recommended actions:</strong></p>
<ul class="ul" id="topic_increase_in_wait_time_due_to_agent_capacity__ul_capacity_release_actions">
<li class="li">Turn on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658-Automatically-releasing-agent-capacity-for-messaging-conversations" target="_blank">automatic capacity release</a>.</li>
<li class="li">Adjust the inactivity timeout to match your support workflow.</li>
<li class="li">Review whether agents are setting ticket status appropriately when work is complete or waiting on the customer.</li>
</ul>
<p class="p"><strong class="ph b">Issue:</strong> Tickets are being reassigned frequently.</p>
<p class="p"><strong class="ph b">Recommended actions:</strong></p>
<ul class="ul" id="topic_increase_in_wait_time_due_to_agent_capacity__ul_reassigned_tickets_actions">
<li class="li">Review <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724610509082" target="_blank">agent acceptance rate</a>.</li>
<li class="li">Turn on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6009407849754-Turning-on-automatic-conversation-acceptance-for-agents" target="_blank">automatic conversation acceptance</a> if it fits your workflow.</li>
<li class="li">Review your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5833468891674-About-using-skills-to-route-tickets" target="_blank">skills</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4776409839770-Creating-capacity-rules-to-balance-agent-workloads" target="_blank">capacity rules</a>.</li>
</ul>
<p class="p"><strong class="ph b">Issue:</strong> Reopened messaging tickets are holding agent capacity.</p>
<p class="p"><strong class="ph b">Recommended actions:</strong></p>
<ul class="ul" id="topic_increase_in_wait_time_due_to_agent_capacity__ul_reopened_tickets_actions">
<li class="li">Turn on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a> if you haven’t already.</li>
<li class="li">Configure omnichannel routing to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration#topic_bpp_rqr_wbc" target="_blank">reassign reopened messaging tickets</a> to available agents.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested3" id="topic_increase_in_resolution_time">
<h4 class="title topictitle4" id="ariaid-title18">Increase in resolution time</h4>
<div class="body">
<p class="p"><strong class="ph b">Issue:</strong> Resolution time increases after migration.</p>
<p class="p"><strong class="ph b">Possible causes include:</strong></p>
<ul class="ul" id="topic_increase_in_resolution_time__ul_resolution_time_causes">
<li class="li">The same ticket stays open longer and is reused for multiple customer interactions.</li>
<li class="li">Your account uses a returning-user conversational style, which can extend the lifecycle of a messaging ticket.</li>
</ul>
<p class="p"><strong class="ph b">Recommended actions:</strong></p>
<ul class="ul" id="topic_increase_in_resolution_time__ul_resolution_time_actions">
<li class="li">Review your ticket lifecycle and solve workflow.</li>
<li class="li">Make sure agents solve tickets when the issue is resolved.</li>
<li class="li">Adjust your reporting expectations to account for the longer-lived nature of messaging conversations.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested2" id="topic_increase_in_agent_handle_time">
<h3 class="title topictitle3" id="ariaid-title19">Increase in agent handle time</h3>
<div class="body">
<p class="p"><strong class="ph b">Issue:</strong> Agent handle time increases after migration.</p>
<p class="p"><strong class="ph b">Recommended actions:</strong></p>
<ul class="ul" id="topic_increase_in_agent_handle_time__ul_agent_handle_time_actions">
<li class="li">Review whether agents are releasing capacity promptly.</li>
<li class="li">Turn on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658-Automatically-releasing-agent-capacity-for-messaging-conversations" target="_blank">automatic capacity release</a>.</li>
<li class="li">Review whether agents are moving tickets to Pending, On-hold, or Solved when appropriate.</li>
</ul>
</div>
</div>
</div>
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