Monitor Chat Capacity in Zendesk Analytics
What is chat capacity in Zendesk Analytics and how is it monitored?
Chat capacity in Zendesk Analytics refers to the estimated number of chats that can be served by your account in a given period. It is determined by the number of agents logged in, the average chat duration, and the chat limit set by the agent.
To monitor chat capacity, go to Agent Reports > All Agents and compare capacity with total chat volume. This helps you understand how over- or underutilized your agents are based on your current chat routing settings. To enable chat capacity, select Analytics from the dashboard, click the … menu, and choose Enable Capacity.
More related questions
How can I monitor chat activity using Zendesk Analytics?
Zendesk Analytics provides a comprehensive overview of your chat and agent activity. It offers a series of reports that help you optimize your customer support strategy and improve efficiency. The data is updated hourly, reflecting the previous…
What information is available in the Chat reports section of Zendesk Analytics?
The Chat reports section in Zendesk Analytics provides detailed information on all chats in your account. It includes chat stats, satisfaction ratings, and chat timings. The Chat Stats graph allows you to compare chat volumes and timing trends on…
How can I view individual agent activity in Zendesk Analytics?
To view individual agent activity in Zendesk Analytics, navigate to the Agent Reports tab and select the Individual Profile tab. Here, you can see a specific agent's activity, including total time serving and logged in, last seen time, total served…
Can I filter Zendesk Analytics reports by time range and department?
Yes, you can filter Zendesk Analytics reports by time range and department. The available preset time ranges include Last 1 day, Last 7 days, Last 14 days, and Last 30 days, with the option to select a custom time range. For accounts with the…
How do I export Zendesk Analytics data as a CSV file?
Exporting Zendesk Analytics data as a CSV file is straightforward. Simply click 'Download CSV' in the upper right-hand corner of the Analytics page. You can select the reports, date range, interval, and recipients in the window that appears. Ensure…
How can I receive email reports of Zendesk Analytics data?
You can receive email reports of Zendesk Analytics data on a weekly, monthly, or daily basis (for Enterprise accounts). To enable this feature, go to Settings > Personal in the dashboard, click the Email Reports tab, and select the Enable email…
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