Analytics CSV glossary (Professional and Enterprise)

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20 Comments

  • Peter Harzewski

    Hi Nora:  Glossary is helpful, however may need further update?  My premium plan reports on the following in our Agent Leaderboard:

    # Agent Chats Completed Satisfaction Wait Time (Served) Response Time Duration

    I do not see a clear definition for "Wait Time (Served)" and have had slightly different explanations on this.  Also for "Response Time" need to know what interval is being measured here, and if it overlaps any other metric (such as Wait Time Served).   Thank you.

     

    7
  • Kate Savaria

    @Peter - I would love a clear explanation on Wait Time (Served) as well! +1 to you

    1
  • Diego García

    Hello, I do not see information about the measure "Assigned chats". Additionally, why in the csv export, this number is higher than the sum of "Missed, Dropped and Completed"?

    Thanks,

    1
  • Julia

    Hello! Could you please explain what does the "Avg Wait Time (Missed)" in the column Service Level mean? This value appears in the Monthly Email Analytics Report. Thanks! 

    0
  • Kate Savaria

    Seems this article was updated at the beginning of September (2017) with some better descriptions! Would be nice to get a notification on that. However, "Avg Wait Time (Served)" and "Avg Wait Time (Missed)" are still not in the list

    From what I can gather though, Avg Wait Time (Served) would be the same as Average First Response Time: the average time it takes for an agent to respond to an initial chat request from a visitor. That would make Avg Wait Time (Missed) be the average time it takes for a visitor to get tired of waiting and leave without getting served.

    Average Response Time was added to the list and is quite an interesting metric. "Each individual chat has its own average response time. This is calculated as the average time it takes for an agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all chats." As I read this, it is basically a measure of how well the agent is paying attention to their chats - how quickly they reply as the chat is on-going. Very nice!

    1
  • Alex Nikitin

    Hello. How I can get this analytic information by API?

    1
  • Ramin Shokrizadeh

    Hi Alex, there are currently no APIs for the Analytics data and we have no plans right now to add them.

    You will need to use the Chat REST APIs to pull the raw chat data and do the analytics calculations yourself at the moment. Here are the docs for the Chat APIs: https://developer.zendesk.com/rest_api/docs/chat/chats

    0
  • Lauren Williams

    Has there been any further clarity or an official response around Wait Time (served) please?

    0
  • Chris Nicholson-Doyle

    I have the same question as Diego

     

    Diego GarcíaAugust 15, 2017 03:27
     

    Hello, I do not see information about the measure "Assigned chats". Additionally, why in the csv export, this number is higher than the sum of "Missed, Dropped and Completed"?

    Thanks,

     

    1
  • Kong keomunyreaksmey

    If I traval

    0
  • Dan Ross

    The definition for Dropped Chats is flawed, in my opinion. A user who replies with a 'Thank you' at the end of the chat that goes unreplied is counting as a dropped chat. Sometimes there's no need to send a response back, especially if the agent already thanked the user. The need to 'always have the last word' is a odd requirement from Zendesk.

    The chat completed, it didn't drop. A dropped chat should reflect a session that ends unexpectedly after a dialogue has started, but the agent or end user disconnects without properly ending the session. 

    Are there any workarounds to this or ways to change this behaviour?

    3
  • Joey

    Hello, Is there any API I can get the 'Log in times' data?

    I want to analysis the agents' login ~ logout data.

    but I didn't find it from the Chat API.

    https://developer.zendesk.com/rest_api/docs/chat/agents

    Kind of emergency, anyone can help me?

    THANKS~

    0
  • Ramin Shokrizadeh

    Hi Joey,

    Currently, there are no reporting APIs to get that information. You will need to export the agent analytics data into a CSV.

    If you need one off help around a particular agent, email chat@zendesk.com and we can look at our internal logs to see if we can help you out.

    Thanks,

    Ramin

    0
  • Joey

    Hello, Ramin,

    Thank you for your reply.

    you mentioned  here before. so is there a way to get the 'Log in times' from Chat REST APIs?

    if there is, would you like to give me some advice to get the data ?

    -------
    Hi Alex, there are currently no APIs for the Analytics data and we have no plans right now to add them.

    You will need to use the Chat REST APIs to pull the raw chat data and do the analytics calculations yourself at the moment. Here are the docs for the Chat APIs: https://developer.zendesk.com/rest_api/docs/chat/chats

     

     

    0
  • Ramin Shokrizadeh

    Hi Joey,

    It is not possible, the REST APIs do no exist. Would need to export the CSV, you can learn more about the CSV feature here: https://chat.zendesk.com/hc/en-us/articles/115014893488-New-Agent-Status-Metrics-Offer-Deeper-Insight-Into-Staffing

    -Ramin

    0
  • Joey

    Hi, Ramin

    thank you for your quick reply!!

    it helps a lot~

    Is there any plan to add the 'Login Times' to the current API?

     

    Joey

    0
  • Ramin Shokrizadeh

    Hi Joey,

    There is no immediate plans to adding new API endpoints for this type of data in 2018.

    Thanks,

    Ramin

    0
  • Lefteris Klimentidis

    Hi, as I already have posted in the product feedback,  the way we distribute our chat requests is different from the whole concept of Zopim. We use broadcasting, which means that the agent needs to click on a request to engage in that conversation. It would be very interesting for us to get the wait time from the moment the customer clicked the chat request on our front end, until the agent accepted (clicked according to broadcasting) and initiated the conversation. Is there any chance or way to measure this ?

    I also agree with Dan Ross, the way dropped chats are measured in my opinion creates noise in the reporting.

    1
  • Lila

    @Ramin,

    Can you please clarify completed vs dropped chats?  From the language in this article, it seems as if it may all be calculated based on who left the last message (if agent = completed chat; if customer = dropped chat).  Is this accurate? 

    Or, can a chat with the last message from a customer be counted as complete IF the agent ends the chat?  As Dan Ross stated above (https://chat.zendesk.com/hc/en-us/articles/212016748/comments/115002136647) sometimes there is no need for the agent to respond to the customer's last message, so for us, as long as the agent ends the chat in this situation, we want this to count as complete NOT dropped.

    0
  • Ramin Shokrizadeh

    Hi Lila,

    If a chat doesn't have an agent response to the visitor message, it is considered as dropped. Some customers get messages from visitors that just say "thanks". If the agent closes this chat without saying anything, it is considered a dropped chat.

    For these situations, we recommend using a shortcut before closing the chat so that its viewed as a completed chat and the visitor understands the agent is leaving the chat session. 

    Hope that clarifies it for you.

    Ramin

    0

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