Create Chat Engagement Report by Department in Zendesk
How can I create a report on chat engagements by department in Zendesk Explore?
To create a report on chat engagements by department in Zendesk Explore, you'll need to follow a series of steps. First, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. Then, in Explore, click the reports icon and select 'New report'. Choose the 'Chat - Engagement' dataset and start the report. Add metrics for 'Engagements' and 'Engagement duration (sec)', and change the duration metric to 'Size'. Add the 'Engagement department' attribute in the Columns panel. Finally, select the 'Dot' visualization type and configure the chart to display values. This setup will allow you to visualize chat engagements and their durations by department. For more details, check the originalZendesk help article.
More related questions
What skill level is required to create a chat engagement report in Zendesk Explore?
Creating a chat engagement report in Zendesk Explore requires an advanced skill level. This is because the process involves navigating through the Explore interface, selecting appropriate datasets, and configuring metrics and attributes to…
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need to have either Editor or Admin permissions. These permissions allow you to access the necessary features and datasets within Explore to build and customize reports. If you need to adjust permissions,…
How can I visualize chat engagement duration by department in Zendesk Explore?
To visualize chat engagement duration by department in Zendesk Explore, use the Dot visualization type. After setting up your report with the necessary metrics and attributes, select 'Dot' from the Visualization type menu. This will allow you to…
Why might 'Engagement department' values be null or zero in my report?
If you notice that 'Engagement department' values are null or zero in your report, it could be due to the way chats are transferred between agents or departments. Ensure that the chat data in Zendesk is correctly capturing these transfers….
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