Troubleshooting Null or Zero 'Engagement Department' Values
Why might 'Engagement department' values be null or zero in my report?
If you notice that 'Engagement department' values are null or zero in your report, it could be due to the way chats are transferred between agents or departments. Ensure that the chat data in Zendesk is correctly capturing these transfers. Sometimes, only specific tickets may have these values if the transfer details are not consistently recorded. Double-check your data and the setup of your report to ensure all relevant information is being captured.
More related questions
How can I create a report on chat engagements by department in Zendesk Explore?
To create a report on chat engagements by department in Zendesk Explore, you'll need to follow a series of steps. First, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. Then, in Explore, click the reports…
What skill level is required to create a chat engagement report in Zendesk Explore?
Creating a chat engagement report in Zendesk Explore requires an advanced skill level. This is because the process involves navigating through the Explore interface, selecting appropriate datasets, and configuring metrics and attributes to…
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need to have either Editor or Admin permissions. These permissions allow you to access the necessary features and datasets within Explore to build and customize reports. If you need to adjust permissions,…
How can I visualize chat engagement duration by department in Zendesk Explore?
To visualize chat engagement duration by department in Zendesk Explore, use the Dot visualization type. After setting up your report with the necessary metrics and attributes, select 'Dot' from the Visualization type menu. This will allow you to…
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