Zendesk Explore features a prebuilt dashboard to help you monitor your Chat activity using a Chat account integrated with Zendesk Support. The Chat dashboard can help you identify if Chat is solving your support requests, how quickly chats are completed, how satisfied users are with chat responses, and more.
You can edit and customize the Chat dashboard by cloning it (seeCloning Explore dashboards).
The information in Explore dashboards is updated on a schedule. The schedule depends on which Explore plan you are using. For details, seeData refresh intervals for Explore plans.
In the following topics, you'll learn how to access the Chat dashboard and see the available reports:
Accessing the Chat dashboard
Use the following procedure to access the Chat dashboard.
To access the Chat dashboard
- In Explore, click theDashboardicon (
) in the left sidebar. - From the list of dashboards, select theZendesk Chatdashboard.
Understanding the Chat dashboard reports
This dashboard contains the following tabs:
TheAgent concurrencytab uses theChat: Chat concurrencydataset. All other tabs use theChat: Engagementdataset.
Chats tab
TheChatstab 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.
Chats tab headline metrics
This tab displays the following headline metrics (KPIs):
- Chats: The total number of chats during the selected date range.
- Non-completed chats: The number of chats that were dropped, or missed by agents.
- Completion rate: The percentage of total chats that were completed.
- Outbound rate: The percentage of chats that were initiated by an agent.
- Offline messages: The number of offline messages that were left when no agent was online.
Chats tab reports
This tab displays the following reports:
- Chats by hour: The percentage of chats each hour of the day for the date range you selected.
- Average chats by day of week: The average number of chats each day of the week for the date range you selected.
- Chats by date: The number of completed and not completed chats over the date range you selected.
- Chats by selected attribute (top 10): The percentage of chats for the selected attribute. You can choose from Chat department, country, and platform.
- Chats by date and selected attribute (top 10): The number of chats for the selected attribute. You can choose from Chat department, country, and platform.
- Chats by month/year: The number of chats per month for the year you select. You can overlay data from the past five years.
Efficiency tab
TheEfficiencytab 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.
Efficiency tab headline metrics
This tab displays the following headline metrics (KPIs):
- Chat duration average: The average duration of all your chats in the chosen date range
- Wait time average: The average time from the start of the chat session until an agent replied, or the visitor left the chat.
- Reply time average: The average time between a visitor message and a subsequent agent reply.
- No reply time average: The average time between a visitors message going unanswered and the visitor leaving the chat.
- Agent messages average: The average number of messages submitted by an agent during the chat.
Efficiency tab reports
This tab displays the following reports:
- Chats by completion: Displays a pie chart showing the percentage of chats that were not engaged, missed, dropped, and completed.
- Chats by agent messages brackets: Displays a distribution of the number of agent messages in chats. For example, in the example below, 16 percent of chats had between 20 and 40 agent messages.
- Chat completion by date: Displays the number of chats that were completed, dropped or missed over the selected date range.
- Reply time averages by date:显示聊天,sta和回复时间tistics over the selected date range.
- Chat completion rates by month (12 months): Displays monthly rates for completed, missed and dropped calls over the selected date range.
Satisfaction tab
TheSatisfactiontab 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.
Satisfaction tab headline metrics
This tab displays the following headline metrics (KPIs):
- Chat satisfaction score: The percentage of chat sessions rated as good from the total number of rated chats.
- Good satisfaction chats: The number of chats with a good rating.
- Bad satisfaction chats: The number of chats with a bad rating.
- Rated satisfaction chats: The total number of rated chats.
- Chat rated ratio: The percentage of chat sessions rated as good or bad from the total number of rated chats.
Satisfaction tab reports
This tab displays the following reports:
- Chat satisfaction score and rated chats by date: A graph showing rated chats and the percentage chat satisfaction score over the chosen date range.
- Chat satisfaction score by department (top 10 by volume): The top ten departments with the highest chat satisfaction score.
- Chat satisfaction score by country: The top ten countries with the highest chat satisfaction score.
- Chat satisfaction score and rated chats by month (12 months): A graph showing rated chats and the percentage chat satisfaction score on a month-by-month basis for the selected date range.
Agent activity tab
TheAgent activitytab 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.
Agent activity tab headline metrics
This tab displays the following headline metrics (KPIs):
- Engagements: The total number of chat engagements.
- Engagements per chat:提交的平均数量的消息agent during a chat.
- Engagement reply time: The average time between visitor engagements and agent replies during a chat.
- Engagement duration: The average length of each chat.
- Engagement satisfaction: The percentage of chat engagements rated as good from the total number of rated chats.
Agent activity tab reports
This tab displays the following reports:
- Engagement satisfaction score and average reply time: The percentage satisfaction and average reply time for chats by date.
- Agent activity: Detailed information about the use of Chat by each of your agents.
Agent concurrency tab
TheAgent concurrencytab 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 byTime,Agent name, andAgent role.
Agent concurrency tab reports
This tab displays the following reports:
Concurrency by hour: The total number of concurrent chats your agents were engaged in per hour.
Concurrency by day:The total number of concurrent chats your agents were engaged in per day.
Top 50 Agents: A list of your agents showing their maximum and average number of concurrent chats.
20 Comments
Hi! Is there a way to filter the chat data by what page on your website the chat was started on? I'd like to build a report that shows me the tags (and therefore query topics) that customers are contacting us about, filtered by different parts of the site.
Hey@...
Thanks for this question!
While there is currently no direct way of reporting on the URL where the chat originated, you could potentially create a workaround using Chat tags and chat triggers for this.
You can create a chat trigger that adds a unique chat tag, once the chat starts. Similar to this recipe but instead of using "set department" you choose the "add tag" action:
Recipe: Route a chat to a department based on the URL of the website
This unique tag will then allow you to create a report in Explore using the "Chat tags" attribute.
Please be aware that in order to do this workaround, you will require Explore Professional subscription to create a query.
I hope this helps and answers your question.
Hi there, one additional question: Is the waiting time part of the average chat duration or does the calculation for the chat duration only start once the agent joins the chat?
Thanks in advance.
Hello@...,
Please note that the chat duration is the time duration from the first to the last chat message.
Including the one, the end-user sends first, and yes, that would include the waiting time.
For more info:
Metrics and attributes for Zendesk Chat
Hope this clarifies it!
The agent name filter seems to cut off in the mid "S" range. I have a user further down this list that needs to be shown. Is there a maximum number of users that the Agent Name filter can show?
Can someone confirm that the
does not include the missed chats?
The Chat tab displayed in the default Chat Dashboard in Explore includes both completed and missed chats.
Hope this helps.
Hi all!
Can you provide an explanation of how average chat concurrency is calculated? It seems incredibly low, both in our org but also in the screenshot examples above. When I've worked with systems that provided a chat concurrency metric in the past, it was based solely on times that agents were actively engaged in a chat, so concurrency could never be below 1 and the target was 1.5.
With all of our agents at 0.5 or lower, I'm assuming Zendesk calculates it differently.
Chat concurrency is measured by the number of active chats per hour. More information can be found inChat Concurrency dataset. If you are seeing any discrepancy with the data, pleasecontact support directlyand we'll be glad to help.
If anyone else is wondering why they are seeing impossible numbers come out Chat Wait Time, this is because that definition is not actually what is being shown. It measures the time from the start of the chat session until an agent replied, or thelastmessage a visitor made to when they left.
I would love to see this metric updated to work, it's really disheartening to have to tell your team that we cannot use the reporting on the prebuilt Dashboards because they are returning misleading numbers.
I fully understand your feedback on this one. Such feedback allows us to further improve our product. I'd recommend creating aCommunity postseparately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that improvement.
你好,我使用这个从o仪表板查看数据ur chats. One thing i dont understand is a high percentage of Non-completed chats (almost to 30%). When i go into chat and into the history and i select dropped , there are many chats where our agent joined the chat, and also had a conversation , and then the chat requester ended the chat (left), so to me this should be complete chat. (examplehttps://accoladeservices2.zendesk.com/chat/transcripts/2206.9146939.T863ptqBth1aG).
Can you explain to me why these chats are counted as incomplete?
I would also like to create a custom report, which will show percantage of chats based on wait time average. For instance , to show percentage of chats under 60s, then 60-120 and anything over. Can someone help me achieve this? Thank you
You can check this recipe we have.Explore recipe: Reporting chat first reply time by brackets . Feel free to modify it depending on your use case.
Regarding your first concern, I have created a ticket for you to investigate further. Please wait for my update via email and let's continue from there.
同样的concern as Viktor's. It seems Zendesk counts the chat as incomplete if the last message on the thread is the customer's. Can you confirm?
Leslie JunioYep, that's correct. If the last message in a chat is from the customer, it's not a "completed" chat. I ended up writing custom formulas with custom value returns because this language was so confusing and misleading to supervisors. You should also be aware that the chat wait time metric doesn't work at all.https://support.zendesk.com/hc/en-us/articles/4409149177242/comments/4409149407514
Thechat concurrency datasethas been non-functional since launch with no updates as well, all reporting via the "Chat platform" reportingis brokenand for two full years Zendesk has promised that agents status data is coming to explore "next quarter". Good luck with your chat reporting.
Thank youCJ Johnson!
Hi,
Is it possible to see the number of chats where the agent had the last reply vs the customer?
Is it possible to see chats for multiple departments? I can see the option for either looking at a single department or All but not for multiple departments.
I don't think this is an option unless I am not seeing it. Is anyone using a reporting tool that has that capability as Zendesk does not offer it?
HeyJoe! It is not possible to see that metric at this time on with our ExploreChat dataset. If this is something that you need and would like to see, I encourage you to create a new post in theExplore Product Feedback topicin our community to engage with other users who have similar needs and discuss possible workarounds. Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions.
Sydney NeubauerIt sounds like you are looking at theAnalyticstab in the Chat product, which allows you to only select one or all departments. This article is referencing the Chat dashboard in Explore which allows you to select multiple departments.
Pleasesign into leave a comment.