Calculating Chat Duration in Zendesk Analytics
How is chat duration calculated in Zendesk Chat Analytics?
Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message. This gives the total time a chat session takes, and it can be averaged across all chats served by an agent.
More related questions
What is the difference between Assigned Chats and Accepted Chats in Zendesk Chat Analytics?
Assigned Chats are those that the system assigns to an agent, while Accepted Chats are the ones the agent actually accepts. An agent can serve more chats than those assigned by initiating chats, joining others, receiving transfers, or picking up…
What does 'Unresponsive Chats' mean in Zendesk Chat Analytics?
Unresponsive Chats are those where a chat is started by an agent or a trigger, but the visitor does not respond. This metric helps identify instances where visitors might not be engaging with initiated chats.
How can I track chat satisfaction in Zendesk Chat Analytics?
Chat Satisfaction is tracked through ratings applied by visitors to chat sessions. Metrics include the total number of chats rated, and the number of chats rated as Good or Bad, providing insights into customer satisfaction.
What is the significance of 'Average Response Time' in Zendesk Chat Analytics?
Average Response Time measures how quickly an agent responds to messages in a chat. It's calculated as the average time taken to respond to the last visitor message, averaged across all chats.
How do I find out the number of missed and dropped chats by an agent in Zendesk?
To find the number of missed and dropped chats by an agent, navigate to Analytics > Chat Report or Analytics > Agent Reports. These reports provide detailed metrics on chat activities.
What does 'Conversions (Agent Attributed)' mean in Zendesk Chat Analytics?
Conversions (Agent Attributed) refers to the total number of goal conversions attributed to chats assigned or served by a specific agent. This metric helps assess the effectiveness of agents in driving conversions.
How is 'Average of First Response Time' calculated in Zendesk Chat Analytics?
The Average of First Response Time is the average time it takes for an agent to respond to an initial chat request from a visitor, calculated across all their chats. This metric helps evaluate the promptness of initial responses.
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