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AUTOMATED REPORTING TEMPLATES
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ZENDESK CHAT DASHBOARD
Zendesk Chat ticket metrics for support teams.
Zendesk Chat is a customer service and support ticket platform that allows you to receive, track and respond to inquiries and requests from customers. Zendesk Chat metrics contain key metrics for analyzing First Line Support chat performance in online dashboards and on office TV monitors.
Notes
Use your standard Zendesk login and subdomain (subdomain.zendesk.com) to start collecting data. Octoboard requires read-only access. Real time metrics are only available to client on Zendesk Chat’s Enterprise plan. Only Zendesk account Owners and Administrators can connect Octoboard to Zendesk.
ZENDESK CHAT TEMPLATES
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ZENDESK CHAT QUEUE
Current Zendesk Chat queue parameters. Displays status of chats, agents and departments breakdowns.
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ZENDESK CHAT METRICS
FIRST RESPONSE TIME
First response time trend over time
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RESPONSE TIME BY DEPARTMENT
Departments ranked by response time
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CSAT BY DEPARTMENT
Department breakdown by Customer Satisfaction
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CHAT QUEUE
Current chat queue
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CHAT DURATION
Current chat queue
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AGENTS ONLINE
Number of agents online
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AGENTS AWAY
Number of agents away
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AGENTS BY CHATS
Agents ranked by number of chats
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