Discover how to track and analyse your Messaging performance. This section details Zendesk Explore metrics, reporting setups, and best practices for measuring satisfaction and response times, offering insights to improve support quality.
Q: How do I track the performance of my messaging tickets?
A: You can utilise Zendesk Explore for reporting on your messaging tickets. There are 2 dashboards available for Messaging. 1 which reports retrospectively on data and the other a Live dashboard to manage messaging tickets in real-time.
- Messaging reporting in Zendesk Agent Workspace
- Analysing your messaging tickets
- Overview of the Explore live dashboard
Q: What metrics are available in Zendesk Explore for messaging?
A: You can view all of the Messaging metrics in the guide below.
- Metrics and attributes for Zendesk messaging
- How is the Handle time metric calculated in the Messaging tickets dataset?
Q: Is there a way to measure response times specifically for messaging?
A: Yes, this is present by default on the Efficiency tab inside the Explore - Messaging Dashboard.
Q: Can I see which types of inquiries are most common in messaging?
A: Yes, you can utilise the default Zendesk explore dashboards to view this data and/or create custom reports for more in-depth reporting on Messaging.
Q: How can I set up custom reports for message-based interactions?
A: You can utilise the different data sets available in Zendesk Explore to report on Messaging conversations and interactions with the widget / bot flows.
Datasets to look at:
- Messaging:
- Messaging tickets
- Answer bot:
- Article recommendations
- Flow Builder
- Omni-channel:
- Agent state
- Agent state daily
- Agent productivity
- AI:
- Generative AI agent tools
- Intelligent triage
We also recommend for you to view this guide here which lists all the available datasets inside Zendesk Explore + a full list of metrics and attributes which are associated to each data set.
Q: What’s the best way to analyse customer satisfaction with messaging?
A: You can utilise the CSAT report on the Assignee Activity tab inside the Explore - Messaging dashboard.