Understanding Agent Interactions in Zendesk Chat
What is considered an 'agent interaction' in Zendesk Chat?
An 'agent interaction' in Zendesk Chat is any chat conversation involving an agent, regardless of whether the customer responds.
If a chat occurs within the attribution window and the visitor reaches the goal URL, it counts as an attributed conversion. However, if a trigger fires and the visitor doesn't respond or the agent doesn't join, the chat isn't saved, and no conversion is attributed.
More related questions
How do I set up a URL goal for conversion tracking in Zendesk Chat?
To set up a URL goal in Zendesk Chat, you need to define the page where a conversion is completed. Start by navigating to Settings > Goals on your dashboard and click 'Add Goal'. You'll need to enter a name and description for your goal, choose an…
How can I view conversions in Zendesk Chat?
You can view conversions in Zendesk Chat by checking notifications in your chat interface. Each time a customer completes a goal, a notification will appear in the chat. To view past conversions, go to the History tab, use the advanced search…
How do I measure conversions using Zendesk Analytics?
To measure conversions in Zendesk Analytics, navigate to Chat Reports to see overall conversions. You can drill down further in Agent Reports to see which chats influenced conversions. The report dates reflect when the conversion occurred, not the…
Can I use wildcards in Goal URLs for conversion tracking?
Using wildcards in Goal URLs for conversion tracking in Zendesk Chat isn't directly supported, but you can use the 'contains' option as a workaround. However, this might lead to issues if you have similar URLs, as it could track unintended pages….
Can I track revenue from conversions in Zendesk Chat?
Currently, Zendesk Chat does not support tracking revenue from conversions. The conversion tracking feature focuses on tracking the completion of goals, not the monetary value. There are no plans to add revenue tracking to the conversion tracking…
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