Requirements for Zendesk Chat Reply Time Report
What do I need to create a chat first reply time report in Zendesk?
To create a chat first reply time report in Zendesk, you'll need a few things. First, ensure you have Zendesk Explore Professional or Enterprise and Zendesk Chat Professional or Enterprise.
You'll also need Editor or Admin permissions and chat data in Zendesk Support. With these prerequisites, you can create a report that tracks your agents' first reply time bracket for chats and engagements. The process is beginner-friendly and takes about 10 minutes.
More related questions
How can I create a report for chat first reply time by brackets in Zendesk?
Creating a report for chat first reply time by brackets in Zendesk is straightforward. You need to use Zendesk Explore Professional or Enterprise and have Editor or Admin permissions. Start by clicking the reports icon in Explore, then select 'New…
Can I customize time brackets for chat reports in Zendesk?
Yes, you can customize time brackets for chat reports in Zendesk. This is done by creating a group attribute to combine multiple brackets into a single, larger bracket. For example, you can group '0-15 sec' and '15-30 sec' into 'Under 30 sec'….
How can I create custom time brackets for resolution time in Zendesk?
Creating custom time brackets for resolution time in Zendesk is possible using a Standard Calculated Attribute. You can define your own time ranges using a formula. For instance, you can create brackets like '0-5 days', '5-20 days', '20-40 days',…
Is there a way to display real-time chat data in Zendesk?
Yes, Zendesk offers a way to display real-time chat data for Enterprise plans and above. You can use Live data widgets, which update in near-real time. These widgets provide a dynamic view of your chat data, allowing you to monitor interactions as…
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