技术水平:容易

Time required:10 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (seeGiving agents access to Explore)
• 订阅到Zendesk Chat

To create the report

1. In Explore, click the reports () icon.
2. In the Reports library, clickNew report.
3. On theSelect a datasetpage, clickChat>Chat - Engagement,然后单击Start report. The report builder opens.
4. Next, add a metric. A metric is the thing you want to measure, in this case, the number of chats. In theMetricspanel, clickAdd.
5. From the list of metrics, chooseChats>Chats,然后单击Apply. Explore displays the total number of chats.
6. Next, add an attribute that will break down the number of chats by who started them. In theRowssection, clickAdd.
7. From the list of attributes, chooseChat>Chat started by, and then clickApply. Explore displays a table showing the total number of chats started by agents, visitors, and triggers.
8. Next, add the attribute that shows the ratings for each chat. In theRowssection, clickAdd.
9. From the list of attributes, chooseChat engagement>Engagement satisfaction rating,然后单击Apply. Explore displays the finished table. The blank results indicate chats that received no rating.
   Tip:If you want to show a value like "No rating" instead of a blank value, you could create arenamed setin which Explore will change empty (NULL) results to read "No rating" instead. For details, seeOrganizing values by groups and sets.
10. Finally, add a date filter to show only results from this week. In theFilterspanel, clickAdd.
11. From the list of attributes, chooseTime - Chat started>Chat started - Date,然后单击Apply.
12. In theFilterspanel, click theChat started - Datefilter you just added.
13. On theChat started - Datepage, clickEdit date ranges.
14. On theDate rangepage, clickThis week,然后单击Apply.

    

The report is now complete. Explore displays a table showing your chats for the past week divided by agent, visitor and trigger, then subdivided by no rating, a bad rating, or a good rating.