The following live data widgets are now available for Messaging:

  • Conversations in queue – New conversations waiting for an agent to respond
  • Active conversations – Ongoing conversations (related to tickets with Open status) that have a new message from the end user or agent
  • Agents online – Agents with Online status
  • Agents away – Agents with Away status
  • Agents invisible – Agents with Invisible status
  • Average time in queue – The average time spent for new conversations waiting for an agent to respond
  • Longest time in queue – The longest time spent for new conversations waiting for an agent to respond

In addition, you can create the following two reports manually to report on your messaging history.

Conversations per hour

Conversations created in each hour for the last eight hours.

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Satisfaction today

Resolved conversations rated as ‘Good today’. 

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