Understanding Chat Transfer Rate in Zendesk
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 process improvement.
More related questions
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…
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…
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.
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