Measuring Agent Efficiency in Zendesk Chat
How can I measure agent efficiency using the Zendesk Chat dashboard?
The Efficiency tab on the Zendesk Chat dashboard is designed to help you measure your agents' efficiency. It provides reports that can be filtered by date, department, type, completion, and who started the chat.
By analyzing these metrics, you can identify areas where your agents excel and where there might be room for improvement, ultimately enhancing your team's performance. For more details, visit the originalZendesk help article.
More related questions
How do I access the Zendesk Chat dashboard?
To access the Zendesk Chat dashboard, you need to navigate through Zendesk Support. Simply open the product tray and click on the Explore icon. From the list of dashboards, select the Zendesk Chat dashboard to view your chat engagement data. This…
What information is available on the Chats tab of the Zendesk Chat dashboard?
The Chats tab on the Zendesk Chat dashboard provides detailed information about chat sessions in your organization. You can view data on chats made and received, and filter reports by date, department, type, completion, and who started the chat….
What does the Satisfaction tab on the Zendesk Chat dashboard show?
The Satisfaction tab on the Zendesk Chat dashboard displays customer satisfaction scores following chat sessions. You can filter these reports by date, department, type, completion, and who started the chat. This tab is crucial for understanding…
How can I track agent activity using the Zendesk Chat dashboard?
The Agent activity tab on the Zendesk Chat dashboard provides insights into how often and how well your agents engage with customers. You can filter reports by date, department, agent, who started the chat, and assignment. This information is…
What is the Agent Concurrency tab on the Zendesk Chat dashboard?
The Agent Concurrency tab on the Zendesk Chat dashboard shows how many chats agents are handling simultaneously, broken down by hour and day. It also lists agents with the most concurrent chats, and you can filter reports by time, agent name, and…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“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.”
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