How to Analyze Chat Activity - Frequently asked questions
Frequently asked questions
How can I access the Zendesk Chat dashboard?
To access the Zendesk Chat dashboard, simply navigate to Explore and click the Dashboard icon in the left sidebar. From there, select the Zendesk Chat dashboard from the list of available dashboards. This dashboard provides a comprehensive view of…
What are the main tabs available in the Zendesk Chat dashboard?
The Zendesk Chat dashboard features several tabs to help you analyze different aspects of your chat activity. These include the Chats tab, Efficiency tab, Satisfaction tab, Agent activity tab, and Agent concurrency tab. Each tab provides specific…
Can I customize the Zendesk Chat dashboard?
Yes, you can customize the Zendesk Chat dashboard by cloning it. This allows you to edit and tailor the dashboard to better suit your specific needs. If you require more complex reporting, you can also create your own reports using a wide range of…
What metrics are available in the Chats tab of the Zendesk Chat dashboard?
The Chats tab in the Zendesk Chat dashboard provides several key metrics, including the total number of chats, non-completed chats, completion rate, outbound rate, and offline messages. These metrics help you understand the volume and nature of…
How is chat efficiency measured in the Zendesk Chat dashboard?
Chat efficiency in the Zendesk Chat dashboard is measured using several metrics, such as chat duration average, wait time average, reply time average, no reply time average, and agent messages average. These metrics provide insights into how…
What information does the Satisfaction tab provide in the Zendesk Chat dashboard?
The Satisfaction tab in the Zendesk Chat dashboard provides information about customer satisfaction scores following chat sessions. Key metrics include the chat satisfaction score, good satisfaction chats, bad satisfaction chats, rated satisfaction…
How does the Agent activity tab help in analyzing agent performance?
The Agent activity tab in the Zendesk Chat dashboard provides insights into how often and how well your agents are engaging with customers. It includes metrics like total engagements, engagements per chat, engagement reply time, engagement…
What does the Agent concurrency tab show in the Zendesk Chat dashboard?
The Agent concurrency tab in the Zendesk Chat dashboard shows information about how many chats agents are engaged in simultaneously. It provides reports on concurrency by hour, concurrency by day, and a list of the top 50 agents with the most…
Can I filter chat data by the page where the chat started?
While there is no direct way to report on the URL where a chat originated, you can create a workaround using chat tags and triggers. By setting up a chat trigger to add a unique tag when a chat starts, you can then create a report in Explore using…
Does the chat duration include waiting time in Zendesk Chat?
Yes, the chat duration in Zendesk Chat includes the waiting time. It is calculated from the first to the last chat message, including the initial message sent by the end-user. This means that the duration encompasses the entire chat session, from…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
