Hello! I was hoping to see if anyone knew via the reports if Average Chat Duration takes the Customer's chat duration or is this all agent chat duration?
Would anyone know the formula that Zendesk uses to compute for these?
Average Chat Duration
The chat duration metric is measure by the time from the first message to the last message on the chat. It can be from both end-user and agent.
Hi @dane13. Thanks for the response. What if the chat goes to multiple people because of it getting disconnected? From whom does the chat duration count then? I wanted to know how this works because we want to be fair on scoring AHT account-wise and agent-wise.
Hi Chris,
If you are using the classic Chat, a disconnected customer will always generate a new session if a chat was continued. However, if you are using Messaging, Chat duration is not part of it as the conversation is always ongoing/asynchronous. However, our Product team will be working on expanding the Messaging dataset in Explore in the future so that customers can report on time metrics specific to the Messaging session itself.
If you are using the classic Chat, a disconnected customer will always generate a new session if a chat was continued. However, if you are using Messaging, Chat duration is not part of it as the conversation is always ongoing/asynchronous. However, our Product team will be working on expanding the Messaging dataset in Explore in the future so that customers can report on time metrics specific to the Messaging session itself.
Hi there, I'm looking for some help to understand if Average Chat Duration takes into account even missed chats or discard them or in other words if the avg formula applied counts always 0 duration (missed chat) or not. Thanks a lot in advance
Hi Stefano,
Thanks for reaching out!
I am a bit confused on your questions, but I will answer it base on my understanding. Missed chat will not fall under. Average Chat duration, See metrics and attributes for Live chat. So Yes formula applied counts set to 0 duration for missed chat.
Cheers!
Thanks for reaching out!
I am a bit confused on your questions, but I will answer it base on my understanding. Missed chat will not fall under. Average Chat duration, See metrics and attributes for Live chat. So Yes formula applied counts set to 0 duration for missed chat.
Cheers!
Hey, is there any update on new datasets for explore, where we can measure the average agent handling time during there interaction? Aware conversations are ongoing / asynchronous, but the ability to measure each individuals time on that conversation should be available
Hey John,
If I'm understanding you correctly, it sounds like you're looking for the Handling Time metric in the Messaging dataset. More information here: How is the Handle time metric calculated in the Messaging tickets dataset?
Let me know if this isn't what you're looking for!
If I'm understanding you correctly, it sounds like you're looking for the Handling Time metric in the Messaging dataset. More information here: How is the Handle time metric calculated in the Messaging tickets dataset?
Let me know if this isn't what you're looking for!
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