Metrics in Zendesk's Weekly Analytics Report
What metrics are included in the Weekly Analytics Report?
The Weekly Analytics Report includes a variety of metrics such as page views, total visits, unique visitors, and total chats. It also covers offline messages, chats completed, chats dropped, and chats missed.
Additionally, the report provides insights into conversions, average wait times, response times, chat duration, acceptance rates, and satisfaction ratings. These metrics help in evaluating the performance of chat agents and the overall efficiency of the chat system.
More related questions
What is the Weekly Analytics Report in Zendesk?
The Weekly Analytics Report in Zendesk provides a summary of chat activities over a one-week period. It includes statistics such as page views, total visits, unique visitors, and more. This report is emailed weekly to admins and agents with the…
Who receives the Weekly Analytics Report in Zendesk?
The Weekly Analytics Report is sent to admins and agents who have the necessary permissions. This ensures that those who need to review chat performance and metrics have access to the report. The report is designed to provide a comprehensive…
Can I change the reporting dates in the Weekly Analytics Report?
Currently, the Weekly Analytics Report covers the period from Sunday to Saturday. However, users have inquired about changing the reporting dates to run from Monday to Sunday. While the help documentation does not explicitly state how to change…
How does the Weekly Analytics Report rank individual agents?
The Weekly Analytics Report ranks individual agents based on performance metrics such as the number of chats handled, response times, and the number of dropped chats. This ranking helps identify top-performing agents and areas where others might…
Is the Weekly Analytics Report GDPR compliant?
According to user comments, the Weekly Analytics Report is not GDPR compliant as it contains personal data. Additionally, it cannot be deactivated system-wide, and activation is controlled individually by admins. This is an important consideration…
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