Metrics
The Real Time Chat API gives you access to the following chat and agent activity metrics in your Zendesk Chat account.
Chat Metrics
The following lists the metrics related to chat activity in your Zendesk Chat account.
| Metric key | Format | Time window | Description |
|---|---|---|---|
| incoming_chats | Number of chats | Chat requests that are not currently assigned to any agent | |
| assigned_chats | Number of chats | Chat requests that have been assigned to an agent, but not yet served by the agent | |
| missed_chats | Number of chats | last 30 or 60 minutes | Number of chat requests not served by any agent before the visitor leaves over the time window |
| active_chats | Number of chats | Number of chats that your agents are currently serving | |
| waiting_time_avg | Duration in seconds | Average time that visitors have been waiting for their chat request to be served | |
| waiting_time_max | Duration in seconds | Longest time that any visitor currently in queue has been waiting for their chat request to be served | |
| chat_duration_avg | Duration in seconds | Average duration of all chats currently served | |
| chat_duration_max | Duration in seconds | Longest duration for any chat currently served | |
| response_time_avg | Duration in seconds | Average time that visitors have been waiting for an agent reply | |
| response_time_max | Duration in seconds | Longest time that any visitor has been waiting for an agent reply | |
| satisfaction_good | Number of ratings | last 30 or 60 minutes | Number of chats rated good over the time window |
| satisfaction_bad | Number of ratings | last 30 or 60 minutes | Number of chats rated bad over the time window |
All metrics can be null if data has not yet been computed for your account or after a long period of inactivity.
Duration metrics will be null if not applicable to any chat. For instance, if no chat is waiting in the queue, waiting_time_avg and waiting_time_max will be null.
Agent Metrics
The following lists the metrics related to agents activity in your Zendesk Chat account.
| Metric key | Format | Description |
|---|---|---|
| agents_online | Number of agents | Number of agents currently logged in with Online status |
| agents_away | Number of agents | Number of agents currently logged in with Away status |
| agents_invisible | Number of agents | Number of agents currently logged in with Invisible status |
All metrics can be null if data has not yet been computed for your account or after a long period of inactivity.