How to Measure Chat Response Time - Frequently asked questions
Discover how to track the percentage of chats answered within 30 seconds. This page addresses common questions and provides insights into optimizing chat response times.
Frequently asked questions
How can I create a report for chats answered within 30 seconds in Zendesk Explore?
To create a report for chats answered within 30 seconds in Zendesk Explore, follow a series of steps in the report builder. First, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. Start by creating a new…
What skill level is required to create a chat response time report in Zendesk Explore?
Creating a chat response time report in Zendesk Explore requires a moderate skill level. This task involves using the Explore report builder, creating custom metrics, and understanding metric aggregators. The process takes about 20 minutes and…
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need Editor or Admin permissions. These permissions allow you to access the necessary features and tools within Explore to build and customize reports. If you're unsure about your permissions, you can…
How do I calculate the percentage of chats answered within 30 seconds?
To calculate the percentage of chats answered within 30 seconds, use a Result metric calculation in Zendesk Explore. First, create a custom metric to count chats with a first reply time under 30 seconds. Then, use the formula `D_COUNT(Chats first…
Can I filter chat response reports by date in Zendesk Explore?
Yes, you can filter chat response reports by date in Zendesk Explore. This allows you to view data for specific time periods, making it easier to analyze trends and performance over time. To apply date filters, use date attributes in your report….
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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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
Zeffy
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
Zinc
Read Zinc's case study
“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)
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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