In this Explore recipe, you'll learn how to create a report that shows the number of chat engagements by department. The report also uses size encoding to show the average duration of the engagements.
What you'll need
技术水平:Advanced
Time Required:20 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeAdding users to Explore)
- Chat data in Zendesk
How to create the report in Explore
- In Explore, click the reports (
) icon. - In the Reports library, clickNew report.
- On the选择一个数据集page, clickChat>Chat -Engagement,然后单击Start report.The report builder opens.
- In theMetricspanel, clickAdd.
- From the list of metrics, chooseEngagements>EngagementsandDuration - Chat engagement (sec)>Engagement duration (sec),then clickApply.
- ClickEngagement duration (sec)and change the metric to大小.
- In theColumnspanel, clickAdd.
- From the list of attributes, chooseChat engagement > Engagement department,然后单击Apply.
- From theVisualization type (
)menu, clickDot. - From theChart configuration (
)menu, clickDisplayed values.Then changeShow valuetoShow.
The report is complete. See the screenshot below for an example of how it will look.
To make it easier to see the values of the average chat engagement duration for each department, you may wish to edit the datatips. Follow the steps below.
- From theChart configuration ()menu, clickDatatips.
- Use theSelect an element to adddrop-down menu to add each of the elements in the report. Check out the example below:
Users viewing this report can then hover over each dot to see the average engagement duration per department.
1 Comments
When I created a Chat Engagement query, I'm confused about "Engagement department", "Transferred chats", and "Transfers". Why are their value are null or 0? There is only one ticket that has "Engagement department" and "Transferred chats".
In each chat, I did transferred chat to another agent or department. Transferred chat to different agent or department as shown as "agent name (agent department)"
I'm trying to create a report that tells whether each chat is forwarded to another person or department. Including telling the number of how many CIS's chats are forwarded to other departments such as Tech.
Pleasesign into leave a comment.