Monitoring Customer Satisfaction in Zendesk Chat
How can I monitor customer satisfaction in Zendesk Chat?
Customer satisfaction in Zendesk Chat can be monitored through the Customer Satisfaction metrics in the Real-Time Monitor.
These metrics include the overall satisfaction percentage and total ratings over the past 30 minutes, broken down by satisfaction choice (Good or Bad). This feature is only applicable if Chat Ratings are enabled, providing valuable feedback on customer interactions.
More related questions
What is the Real-Time Monitor in Zendesk Chat?
The Real-Time Monitor in Zendesk Chat provides an overview of key chat metrics on a single screen. It allows customer service team leads to view current chat support demand and update agent assignments accordingly. The dashboard displays metrics…
How can I customize the statistics shown in the Zendesk Chat Monitor?
Admins can customize which statistics appear in the Zendesk Chat Monitor for the entire account. To do this, navigate to the Chat dashboard, click the Monitor icon, and then go to the Settings at the top of the Monitor edit page. Here, you can…
Can I filter chat metrics by department in Zendesk Chat?
Yes, both agents and admins can filter chat metrics by department in Zendesk Chat. To filter by department, click the Monitor icon in the Chat dashboard, then use the Filter by Department drop-down menu at the top of the Monitor edit page. You can…
What are the default metrics available in the Zendesk Chat Real-Time Monitor?
The Zendesk Chat Real-Time Monitor displays several default metrics organized into categories like Queue, Chat Activity, Agent Activity, and Customer Satisfaction. Queue metrics include new chats, wait time, and missed chats. Chat Activity covers…
How can I access additional real-time chat activity data in Zendesk?
To access additional real-time chat activity data, you can use the Real-Time Chat API provided by Zendesk. This API offers deeper insights into your team's activity beyond what's available on the dashboard. For more detailed information on how to…
What is the significance of the 'Queue' metrics in Zendesk Chat?
The 'Queue' metrics in Zendesk Chat provide insights into chats that have not yet been served by any agent. These metrics include the number of new chats, wait time, and missed chats. Understanding these metrics helps in managing chat demand and…
How is chat wait time calculated in Zendesk Chat?
Chat wait time in Zendesk Chat is calculated as the duration between the first visitor message and the first agent message. If no agent replies, it returns the total time the end user waited before leaving the chat session. This metric is crucial…
What does the 'Agent Activity' section show in Zendesk Chat Monitor?
The 'Agent Activity' section in Zendesk Chat Monitor displays metrics related to the agents currently logged in. It includes the total number of logged-in agents and their status, such as online, away, or invisible. This information helps in…
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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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