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Using Conversation Insights - Frequently asked questions

Discover answers to common questions about using the Conversation Insights view in Zendesk. Learn how to analyze conversations effectively and improve customer support.

Frequently asked questions

How do I access the Conversation Insights view in Zendesk?

To access the Conversation Insights view in Zendesk, simply click the Conversations icon in the sidebar. This feature provides a detailed breakdown of your help desk data, allowing you to focus on conversations worth reviewing. Once there, you can…

What are the main features of the Conversation Insights charts?

The Conversation Insights charts in Zendesk offer two main features: the Conversations chart and the Agents chart. The Conversations chart breaks down help desk conversations by attributes like language, channel, and CSAT score. The Agents chart…

Can I use the Conversation Insights view on the legacy Starter plan?

Unfortunately, the Conversation Insights view is not available on the legacy Starter plan. This feature is designed to provide a detailed breakdown of help desk data, but it requires a plan that supports this…

How can I interact with the Conversation Insights charts?

Interacting with the Conversation Insights charts in Zendesk is straightforward. You can click on specific areas of the charts to delve deeper into the data. The charts are divided into layers, and you can choose to view data by specific attributes…

What time periods can I view in the Conversation Insights?

In the Conversation Insights view, you can select from various time periods to analyze your help desk data. The available options are the last 30 days, last month, last 7 days, or last week. This flexibility allows you to focus on the time frame…

What data layers are available in the Conversation Insights charts?

The Conversation Insights charts in Zendesk are divided into different data layers, all selected by default. These layers include attributes such as language, channel, CSAT score, and more. You can choose to view data from a single layer, like the…

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