Requirements for Using Zendesk Live Chat Metrics
What are the requirements to use metrics and attributes for live chat in Zendesk?
To use metrics and attributes for live chat in Zendesk, you need to be on a Zendesk Explore Professional or Enterprise plan. If you're on the Explore Lite plan, you'll only have access to a subset of these metrics and attributes through prebuilt dashboards. This means that for full customization and reporting capabilities, upgrading to a higher plan is necessary. For more details, you can check the originalZendesk documentation.
More related questions
What is the Engagement dataset in Zendesk live chat metrics?
The Engagement dataset in Zendesk live chat metrics includes metrics and attributes related to your chat engagement. It provides a comprehensive view of how chats are handled, including metrics like chat duration, wait times, and satisfaction…
How is the Chat Completion Rate calculated in Zendesk?
The Chat Completion Rate in Zendesk is calculated by dividing the number of completed chats by the total number of chats. This metric helps you understand the efficiency of your chat support by showing the percentage of chats that are successfully…
What does the Chat Drop Rate indicate in Zendesk metrics?
The Chat Drop Rate in Zendesk metrics indicates the percentage of chats that were dropped by agents from the total number of chats. This metric is crucial for identifying potential issues in chat handling and improving agent performance.
How can I measure chat satisfaction in Zendesk?
Chat satisfaction in Zendesk can be measured using the Chat Satisfaction Score, which is the percentage of chat sessions rated as good by visitors from the total number of rated chats. This metric provides insights into customer satisfaction with…
What is the difference between inbound and outbound chats in Zendesk?
In Zendesk, inbound chats are initiated by visitors (end-users), while outbound chats are initiated by agents. Understanding the difference helps in analyzing chat traffic and agent activity, allowing for better resource allocation and customer…
How is chat wait time calculated in Zendesk?
Chat wait time in Zendesk is calculated as the time the end user waited for the first reply from an agent. If no agent replies, it returns the total time the end user waited before leaving the chat session. This metric is essential for assessing…
What does the Chat Transfer Rate tell you in Zendesk?
The Chat Transfer Rate in Zendesk tells you the percentage of chats that were transferred to other departments or agents from the total number of chats. This metric helps in understanding the flow of chat interactions and identifying areas for…
How can I track chat engagement duration in Zendesk?
Chat engagement duration in Zendesk is tracked as the time from the agent joining the chat to when the visitor or agent leaves the chat. This metric is useful for analyzing the length of interactions and optimizing chat handling processes.
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“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.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“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.”
Freecash
Reduce support costs.Spend more time on customer success.
