Understanding Chat Duration Changes - Frequently asked questions
Explore why chat duration metrics change when adding engagement duration. Find answers to common questions about metric discrepancies and reporting in Zendesk.
Frequently asked questions
Why do Chat duration metric values change when adding the Engagement duration metric?
The Chat duration metric values change because they are multiplied by the number of engagements. This is because the chat duration is a property that applies to each engagement individually. To avoid unexpected changes in your report, it's…
How can I prevent changes in Chat duration values in my report?
To prevent changes in Chat duration values, avoid using Chat duration metrics with Engagement duration metrics or Engagement attributes in the same report. This is because the Chat duration is multiplied by the number of engagements, leading to…
What is the relationship between Chat duration and Engagement duration metrics?
The relationship between Chat duration and Engagement duration metrics is that the Chat duration is multiplied by the number of engagements. This means that each engagement has its own Chat duration, which can lead to changes in the reported…
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