Chat reporting in Insights - Measure success with advanced analytics

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15 Comments

  • Lauren Bernstein

    For the new agent engagement metrics, when multiple agents are engaged in a single chat, are you now able to track the individual chat duration of each agent? 

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  • Polomi Batra

    Hi Lauren! Yup, that's exactly right! :) 

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  • Lauren Bernstein

    Thanks and it will display in minutes such as in the example above? 

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  • Polomi Batra

    Hi Lauren! You'll be able to measure engagement by looking at metrics such as: 

    Number of Assignments = Total number of engagements which were assigned to the agent.

    Number of Accepted Assignments: Total number of assigned engagements which were accepted by the agent.

    Hope that helps! 

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  • Lauren Bernstein

    OK thanks - so to confirm, these metrics will not include the duration each agent spends in each engagement? 

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  • Polomi Batra

    Hey Lauren! Sorry for the delayed response. If you're interested specifically in the duration of the agent's engagement you can look at Median Engagement Duration [The median duration of engagement since an agent joining a chat till agent leaves the chat or chat ends]. 

    For more information on this, you can take a look at the Chat Agent Engagement section in the help center article here: https://chat.zendesk.com/hc/en-us/articles/360001328727-Analyzing-your-Chat-activity#topic_sl1_qsf_wdb

    Hope that helps! Thank you! 

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  • Jonas Dunkan

    HI there,

    When pulling the Chat Miss Rate from insights I find a descrepency between the zopim dasboard analytics data and the insights data. Any ideas to what could polute my data?

    All the best Jonas



     

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  • Jacob J Christensen

    Are there any plans to add a metric for reporting on the number of goal conversions are attributed to agents?

    I think this could give us valuable insight into agent performance as it relates to business goals, like signing someone up for a newsletter or helping a visitor complete or decide on a purchase.

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  • Shashank Johri

    Hi Jacob 

    In near term we do not have plans for adding metrics related to Goals and Conversions. But we have public incremental APIs available for them. 

    https://developer.zendesk.com/rest_api/docs/chat/incremental_export#incremental-conversions-export

    Thanks 
    Shashank 

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  • Pedro Rodrigues

    Is there a way to see a chat ID's corresponding ticket ID in Insights?

    I'm trying to investigate a 10k-ticket difference between 2 reports: tickets via chat versus chats served + offline messages. I was expecting these to differ a bit, but not so much. But without a ticket ID I can associate to a chat ID, I can't match and compare them.

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  • Shashank Johri

    Hi Pedro

    We do not have any reporting capabilities for tickets ID for Chat IDs in insights. Could you please open a ticket for that and share more details? We can look into that. 

    Thanks 
    Shashank

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  • Luiza Gusmao

    Do you know why there is a discrepancy on the metrics in the chat's analytics and the data available in Insights/Gooddata? The pictures below refer to the same period. 



    Besides that, if I deactivate the automatic ticket creation - how could that impact the chat data in Gooddata? 

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  • Gabriel Manlapig

    Hi Luiza

    I'm so sorry to hear you're having discrepancy issue with our Analytics and Insights data. It's not terribly unusual for these numbers to be different. They are different reporting platforms, which are working from different data sets. It's not quite apples and oranges, but a small discrepancy is probably to be expected. These are some of the reasons:

    • Deleted chats are not counted in Insights, but they are counted in Chat Analytics.
    • They are not refreshed at the same time each day. Insights data is refreshed once every hour or once every day, based on your Support plan. Chat Analytics is refreshed once a day.
    • Chat Analytics reports include data for full days, which means they only contain data up to 00:00 on the day of the last refresh. Insights reports, on the other hand, include all data up to the time of the last refresh.
    • Insights reports are displayed in the timezone of your Support account, while Chat Analytics reports are displayed in the timezone of your Chat account.

    While we understand that it's important for our clients to get accurate data, we are continuing to improve our Chat Insights and Analytics. Please check this article for more details on Chat Insights, https://chat.zendesk.com/hc/en-us/articles/360001328727

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  • Shashank Johri

    Hi Luiza 

    Just to add one more point in what Gabriel mentioned. 

    Chat metric in GoodData measures all interactions in a Chat. Sometime some agents join a Chat only for monitoring purposes (but do not send any messages). This kind of scenario is not being measured in Analytics, but is measured in Insights. Hence, sometimes number of chats are higher in Insights than analytics. 

    Hope this helps. 

    Thanks 
    Shashank

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  • Heather R

    I'm really glad I came across this thread to read the responses from you, Daniel and Shashank. The details you included are very helpful! I now understand why a few of our stats are a bit different.

    Thank you

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