Audit Agent Engagement in Zendesk Chat

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.

Start by accessing the Reports library in Explore and creating a new report. Select the Chat - Engagement dataset and add metrics and attributes such as Engagements, Ticket ID, Engagement - Timestamp, Agent name, and Engagement assignment. You can also apply filters like Ticket ID or Chat ID to narrow down your results. For more details, check out theoriginal guide.

More related questions

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 agent…