Audit Agent Engagement in Chat - Frequently asked questions
Discover how to audit agent engagement activities in Zendesk Chat. This page answers common questions about tracking and analyzing chat interactions.
Frequently asked questions
How can I audit agent engagement activities in a chat using Zendesk?
To audit agent engagement activities in a chat, you can create a report using the Chat: Engagements dataset in Zendesk Explore. This report will help you understand the flow of a chat session, including agent actions and corresponding timestamps….
What do I need to create a chat engagement report in Zendesk?
To create a chat engagement report in Zendesk, you'll need Zendesk Explore Professional or Enterprise, and Editor or Admin permissions. Additionally, you should have chat data available in Zendesk. The process is intermediate in skill level and…
How do I analyze the results of a chat engagement report in Zendesk?
Analyzing the results of a chat engagement report involves understanding the flow of chat sessions and agent interactions. For example, you might see a chat initially routed to one agent, then another, before being accepted. This helps identify…
Can I exclude chats accepted on the first assignment in Zendesk reports?
Yes, you can exclude chats accepted on the first assignment by using a custom attribute to filter out tickets with singular engagements. This allows you to focus on missed assignments and eventually accepted chats, providing a clearer view of…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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