Using the Weekly Analytics report (Professional and Enterprise)

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7 Comments

  • Marylou Scott-Smith

    Nora, where do I find this report?

    1
  • Jacob J Christensen

    Hello Marylou,

    You enable reports from the Settings > Personal > Email reports page in Zendesk Chat.

    0
  • Glen

    If any specific user is visiting my webpage repeatedly, say 10 times per day, will that "10 visit" from same user be counted under "Page Views" or "Total Visits" or "Unique Visitors"?

    0
  • Adrian Saunders

    What would you say is an "acceptable" number for chats dropped, proportionally vs completed?

    The glossary defines "dropped" this way "The number of chats which end with an unanswered visitor message" so is it reasonable to think that if our team are doing their job as best they can, then there should not be any dropped? Wouldn't it be normal to aim for every visitor message to be answered?

    I'm trying to understand how hard i should push my team and where the targets can realistically be set. 

    0
  • Jacob J Christensen

    Hi Adrian,

    That's a really good question, and not an easy one to answer, especially since Dropped usually means the visitor simply answered "you too" to the agent's farewell greeting. It is not necessarily a sign that the agent is inattentive.

    I don't think it is a good metric for measuring agent or team quality, since as I see it, the customer in most cases has not had the experience of being "dropped" - it is just a case of bad agent/visitor timing. And maybe also limitations in the agent interface.

    If you see chats being dropped, where the visitor is having a bad experience I can see pursuing a lowering of the dropped percentage, but I would rather focus on Customer Satisfaction and Response time / Wait time improvements in most cases.

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  • Arianna Rotem

    Hi,

    How can I view the average (also Max and Min) number of Concurrent chats for an Agent?

    can it be added to this report or viewed in another?

    0
  • Ramin Shokrizadeh

    You can look at the Agent Reports in Analytics to see acceptance and chats completed by each hour for a specific day. You can learn more here: https://chat.zendesk.com/hc/en-us/articles/212016698-Monitoring-chat-activity-with-Analytics#topic_ndt_4jw_kr

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