Quick Stat Widgets
| Category | Widget Name | Description | Configuration Fields |
|---|---|---|---|
| Ticket Management | Tickets Created | Count of tickets created in a time period compared against a previous time period. Excludes tickets starting with a closed status. | None |
| Ticket Management | Tickets Closed | Count of tickets closed in a time period compared against a previous time period. Includes tickets starting with a closed status. | None |
| Ticket Management | Outstanding Tickets | Count of un-closed tickets at a moment in time. | None |
| Ticket Management | Outstanding Tickets by Status | Count of tickets with a specific status at a moment in time. | status |
| Ticket Management | Scoped Outstanding Tickets by Status | Count of tickets with a specific status at a moment in time scoped to more recent tickets. | status |
| Ticket Management | Outstanding Tickets Live Durations by Status | Live metric of the time tickets have spent in their current state, counting only tickets still in that state. | status |
| Ticket Management | Tickets Entering Status Count | Count of tickets that entered a specific status in a time period, tracking the number of solved tickets. | status |
| Ticket Management | Average Time to Close | Average time from open to close in a time period compared against a previous time period. | None |
| Ticket Management | Percent of Tickets That Start Closed | Percentage of tickets starting with a closed status, potentially indicating self-service deflection rates. | None |
| Group Management | Group Escalations | Count of tickets escalated between two specific groups during their lifecycle. |
group_name, second_group_name
|
| Customer Satisfaction | CSAT Surveys Completed | Count of CSAT surveys completed in a time period compared against a previous time period. | None |
| Customer Satisfaction | Positive CSAT Surveys Completed | Count of positive CSAT surveys completed in a time period compared against a previous time period. | None |
| Customer Satisfaction | Negative CSAT Surveys Completed | Count of negative CSAT surveys completed in a time period compared against a previous time period. | None |
| Customer Satisfaction | CSAT Score | Percentage of positive CSAT surveys completed in a time period compared against a previous time period. | None |
| Customer Satisfaction | Inferred CSAT Score | AI-generated inferred CSAT score based on ticket closure satisfaction levels, excluding neutral responses. | None |
| Customer Satisfaction | Inferred DSAT Score | AI-generated inferred DSAT score based on ticket closure dissatisfaction levels, including neutral responses. | None |
| Agent Metrics | Active Agents by Zendesk Comment | Count of unique agents who made at least one ticket comment in a time period. | None |
| Agent Metrics | Active Agents by Zendesk Message | Count of unique agents who sent at least one Zendesk live message in a time period. | None |
| Agent Metrics | Agents with Status Count | Count of agents in a specific status at a moment in time. |
channel, agent_status
|
| Chat Metrics |
Zendesk Live Chat Agents Online | Count of agents online in Zendesk live chat. | None |
| Chat Metrics | Zendesk Live Chats Open | Count of open live chats not yet finished, including assigned and unassigned chats. | limit_number |
| Chat Metrics | Zendesk Live Chats Avg Duration | Average duration of finished live chats, measured from start to user exit. | None |
| Chat Metrics | Zendesk Live Chats Finished Count | Count of live chats finished in a time period. | None |
| Call Metrics | Zendesk Talk Agents Online | Count of agents currently online in Zendesk Talk. | None |
| Call Metrics | Zendesk Talk Average Wait Time | Average wait time for incoming calls in a time period. | None |
Basic Chart Widgets
| Category | Widget Name | Description | Configuration Fields |
|---|---|---|---|
| Ticket Management | Tickets Created Over Time | Counts of created tickets graphed on a chart like a line or a bar chart. | None |
| Ticket Management | Tickets Closed Over Time | Counts of closed tickets graphed on a chart like a line or a bar chart. | None |
| Ticket Management | Tickets Entering Status Over Time | Counts of tickets that had a status applied to them charted on the last time when that status was applied. This does not double count a ticket if it moved multiple times. | status |
| Ticket Management | Outstanding Tickets Over Time | Counts of outstanding (un-closed) tickets at end of the time unit on a chart like a line or a bar chart. | None |
| Ticket Management | Outstanding Tickets By Status Over Time | Counts of outstanding tickets in a specific status at end of the time unit on a chart like a line or a bar chart. | status |
| Ticket Management | Scoped Outstanding Tickets By Status Over Time | Counts of outstanding tickets in a specific status at end of the time unit on a chart like a line or a bar chart. | status |
| Ticket Management | Percent Of Tickets That Start Closed Over Time | Percentage of closed tickets that started out with the closed status charted over time. | None |
| Ticket Management | Solved Tickets That Had A Live Chat Over Time | Counts of solved tickets that had a live chat over time charted on when the solve happened. | None |
| Chat Metrics | Finished Chat Conversations Over Time | Counts of finished chat conversations over time charted on when the conversation ended. | None |
| Chat Metrics | Open Live Chats Over Time | Queue height of open live chats over time. | None |
| Chat Metrics | Average Number Of Open Live Chats Over Time | This goes minute by minute and averages the number of open live chats for each minute in a given time window. | None |
| Chat Metrics | Calculated Number Of Open Live Chats Over Time | Uses Little's Law to estimate the average number of open live chats in a time window. | None |
| Chat Metrics | Active Zendesk Messaging Agents Over Time | Count of distinct agents that sent at least one live Zendesk message in a time window charted over time. | None |
| Agent Metrics | Agents Online Count Over Time | LIVE CHAT AGENT ONLINE: Averaged result of the agents online metric charted over time. | None |
| Agent Metrics | Agent Count By Status And Channel Over Time | Averaged number of agents with a specific status in a specific channel over time. |
channel, agent_status
|
| Chat Metrics | Zendesk Live Chats Avg Agent First Touch Time Over Time | Average agent first touch time in seconds charted onto the time at which the chat opened. This metric populates after the chat has closed. | None |
| Chat Metrics | Zendesk Agent Ticket Message Count Over Time | Agent message counts over time to see how many agent messages are being sent. | None |
| Chat Metrics | Zendesk Live Chats Avg Agent Reply Time Over Time | Average agent reply time in seconds charted onto the time at which the chat opened. Populates after a chat ends. | None |
| Chat Metrics | Zendesk Live Chats Avg Duration In Minutes Over Time | Average chat durations in minutes charted over time on the time unit the chat was created. | None |
| Chat Metrics | Zendesk Live Chats Avg Duration In Seconds Over Time | Average chat durations in seconds charted over time on the time unit the chat was created. | None |
| Chat Metrics | Zendesk Missed Live Chats Over Time | If a chat has user messages and no agent messages, then the user disconnects after 10 minutes, it is considered a missed chat. This metric counts those missed chats. | None |
| Ticket Comment Records Metrics | Public Agent Ticket Comment Count Over Time | This metric represents the total number of public comments made by agents over time. Its charted on the time the comment occurred. | None |
| Ticket Comment Records Metrics | Tickets With Public Agent Comments Over Time | This metric represents the count of unique tickets with at least one public comment made by an agent over time. Its charted on the time the comment occurred. | None |
| Ticket Comment Records Metrics | Avg Public Agent Ticket Comment Count Over Time | This metric represents the average number of public comments made by agents per ticket charted over time, considering only tickets with at least one agent comment. | None |
| Ticket Comment Records Metrics | Avg End User Ticket Comment Count Over Time | This metric represents the average number of public comments made by the end user per ticket charted over time. | None |
| Ticket Comment Records Metrics | Avg Comment First Touch Time Over Time | This metric represents the average time it takes for an agent to write their first public comment on a ticket in seconds charted over time. | None |
| Ticket Comment Records Metrics | Avg Comment First Touch Time After Assignment Over Time | This metric represents the average time it takes for an agent to write their first public comment after being assigned to a ticket in seconds charted over time. | None |
| Ticket Comment Records Metrics | Avg Comment Reply Time Over Time | This metric represents the average time it takes for an agent to reply to a comment in seconds charted over time. | None |
| Ticket Comment Records Metrics | Avg Median Comment Reply Time Over Time | This metric represents the average median time it takes for an agent to respond with a public comment after an end user writes one in seconds charted over time. | None |
| Ticket Comment Records Metrics | Avg Total Comment End User Wait Time Over Time | This metric represents the average total time that an end user is waiting for an agent to respond with a public comment charted over time. | None |
| Call Metrics | Zendesk Talk Agents Online Count Over Time | Zendesk Talk Agents Online: Averaged result of the agents online metric charted over time. | None |
| Call Metrics | Zendesk Talk Agents Online Count By Phone Number Over Time | Zendesk Talk Agents Online (by phone number): Averaged result of the agents online metric charted over time. | phone_number |
| Call Metrics | Zendesk Talk Average Wait Time Over Time | Zendesk Talk Average Wait Time: Averaged result of the average wait time metric charted over time. | None |
| Call Metrics | Zendesk Talk Average Wait Time By Phone Number Over Time | Zendesk Talk Average Wait Time (by phone number): Averaged result of the average wait time metric charted over time. | phone_number |
| Call Metrics | Zendesk Talk Calls Waiting Over Time | Zendesk Talk Calls Waiting: Averaged result of the calls waiting metric charted over time. | None |
| Call Metrics | Zendesk Talk Calls Waiting By Phone Number Over Time | Zendesk Talk Calls Waiting (by phone number): Averaged result of the calls waiting metric charted over time. | phone_number |
| Call Metrics | Zendesk Talk Longest Wait Time Over Time | Zendesk Talk Longest Wait Time: Averaged result of the longest wait time metric charted over time. | None |
| Call Metrics | Zendesk Talk Longest Wait Time By Phone Number Over Time | Zendesk Talk Longest Wait Time (by phone number): Averaged result of the longest wait time metric charted over time. | phone_number |
| Call Metrics | Zendesk Talk Callbacks Waiting Over Time | Zendesk Talk Callbacks Waiting: Averaged result of the callbacks waiting metric charted over time. | None |
| Call Metrics | Zendesk Talk Callbacks Waiting By Phone Number Over Time | Zendesk Talk Callbacks Waiting (by phone number): Averaged result of the callbacks waiting metric charted over time. | phone_number |
| Customer Satisfaction | CSAT Surveys Completed Over Time | Counts of CSAT surveys completed graphed on a chart like a line or a bar chart. | None |
| Customer Satisfaction | Positive CSAT Surveys Completed Over Time | Counts of positive CSAT surveys completed graphed on a chart like a line or a bar chart. | None |
| Customer Satisfaction | Negative CSAT Surveys Completed Over Time | Counts of negative CSAT surveys completed graphed on a chart like a line or a bar chart. | None |
| Customer Satisfaction | CSAT Score Over Time | CSAT Score (percentage) graphed on a chart like a line or a bar chart. | None |
| Customer Satisfaction | Inferred CSAT Score Over Time | Inferred CSAT Score (percentage) graphed on a chart like a line or a bar chart. Calculation: (satisfied_count / (satisfied_count + dissatisfied_count))
|
None |
| Customer Satisfaction | Inferred DSAT Score Over Time | Inferred DSAT Score (percentage) graphed on a chart like a line or a bar chart. Calculation: (dissatisfied_count / (satisfied_count + dissatisfied_count + neutral_count))
|
None |
| AI Metrics | Qualitative Question Response Percentages Over Time | Single response percentage out of all the qualitative question responses graphed on a chart like a line or a bar chart. |
qualitative_question, response_option
|
| AI Metrics | Qualitative Question Response Counts Over Time | Single question response counts graphed on a chart like a line or a bar chart. |
qualitative_question, response_option
|
| AI Metrics | Qualitative Question Response Weighted Percentages Over Time | AI-enabled. Weighted response percentage out of all qualitative question response weights graphed on a chart like a line or bar chart. |
qualitative_question, response_option
|
Multi Data Chart Widgets
| Category | Widget Name | Description | Configuration Fields |
|---|---|---|---|
| AI Metrics | Multiple Qualitative Question Response Counts Over Time | Multiple qualitative question response counts over time. | qualitative_question |
| AI Metrics | Multiple Qualitative Question Response Percentages Over Time | Multiple qualitative question response percentages over time. | qualitative_question |
| AI Metrics | Multiple Qualitative Question Weighted Response Percentages Over Time | Multiple qualitative question weighted response percentages over time. | qualitative_question |
| Ticket Management | Tickets By Static Attribute Over Time | Counts of tickets broken down apart by static attribute values based on the selected static attribute. | static_attribute |
| AI Metrics | Tickets By Contact Reason Over Time | Counts of tickets broken down apart by AI Contact Reason charted over time. This only returns data if this feature is enabled on your account. | limit_number |
| AI Metrics | Tickets By Contact Reason Percentages Over Time | Percentages of tickets broken down apart by AI Contact Reason charted over time. This only returns data if this feature is enabled on your account. | limit_number |
| AI Metrics | Tickets By DSAT Reason Over Time | Counts of tickets broken down apart by AI Dissatisfied Reason charted over time. Only applies to tickets that received a negative CSAT survey result. | limit_number |
| AI Metrics | Tickets By DSAT Reason Percentages Over Time | Percentages of tickets broken down apart by AI Dissatisfied Reason charted over time. Only applies to tickets that received a negative CSAT survey result. | limit_number |
| Chat Metrics | Zendesk Message Count By Agent Over Time | Count of Zendesk live messages sent by agent over time grouped by agent. | limit_number |
Donut Chart Widgets
| Category | Widget Name | Description | Configuration Fields |
|---|---|---|---|
| Agent Metrics | Solved Tickets By Agent | Counts the number of solved tickets by agent in a time period. Only one agent can get a solve per ticket, as only one person can be assigned at a time. | None |
| Agent Metrics | Ticket Assignments That Did Not Result In A Solve By Agent | Tickets associated with agents that were assigned but not solved during the assignment. Open assignments are not counted. | None |
| Agent Metrics | Ticket Assignments By Agent | Counts all assignments that ended in a time period, including finished tickets and assignments no longer active. | None |
| Agent Metrics | Solved Ticket Percentages By Agent | Percentage of ticket assignments that resulted in a solved ticket by agent scoped to a time period. | None |
| Agent Metrics | Open Ticket Assignments By Agent | Live metric showing open assignments at the current or selected date. | None |
| Agent Metrics | Zendesk Public Ticket Comments By Agent | Count of public ticket comments made by agents in a time range. | None |
| Agent Metrics | Unique Tickets Commented By Agent | Count of unique tickets where the agent made a public or private comment. | None |
| Agent Metrics | Unique Tickets Messaged By Agent | Count of unique tickets where the agent exchanged messages with the end user. | None |
| Agent Metrics | Unique Tickets Worked By Agent | Count of unique tickets where the agent performed measurable work, including comments and messages. | None |
| Agent Metrics | Group Escalations By Agent | Count of tickets where the agent was the last or current assignee during a group escalation. |
group, second_group
|
| Agent Metrics | Group Escalation Rate By Agent | Percentage of tickets assigned to an agent that ended in group escalations. |
group, second_group
|
| Agent Metrics | Zendesk Messaging Chats Avg Duration By Agent | Average duration (in minutes) of live chats grouped by agent. | None |
| Agent Metrics | Zendesk Talk Ongoing Calls By Agent | Live metric showing the count of ongoing calls grouped by agent. | None |
| Agent Metrics | Zendesk Talk Finished Calls By Agent | Count of finished phone calls grouped by agent in a time range. | None |
| Agent Metrics | Zendesk Talk Avg Call Duration By Agent | Average call duration (in minutes) of finished calls grouped by agent. | None |
| Agent Metrics | Zendesk Messaging Median Avg Agent Reply Time By Agent | Median of the average reply times for chats in a time range, grouped by agent. | None |
| Agent Metrics | Zendesk Messaging Median Agent Reply Time By Agent | Median of the median reply times for each chat in a time range, grouped by agent. | None |
| Agent Metrics | Zendesk Messaging Avg Agent Reply Time By Agent | Average time from end user message to agent reply for all messages in a chat for all closed chats in a time range, grouped by agent. | None |
| Agent Metrics | Zendesk Comments Avg Reply Time By Agent | Average reply time between end user comments and agent comments, grouped by agent. By default, includes tickets with 2+ agent comments. | limit_number |
| Agent Metrics | Zendesk Comments Median Avg Reply Time By Agent | Median of average reply times for tickets grouped by agent. By default, includes tickets with 2+ agent comments. | limit_number |
| Agent Metrics | Zendesk Comments Median Reply Time By Agent | Median of the median reply times for tickets grouped by agent. By default, includes tickets with 2+ agent comments. | limit_number |
| Agent Metrics | Zendesk Comments Avg First Touch Time After Assignment By Agent | Average time from ticket assignment to the agent's first touch grouped by agent. | None |
| Agent Metrics | Zendesk Comments Median First Touch Time After Assignment By Agent | Median time from ticket assignment to the agent's first touch grouped by agent. | None |
| Agent Metrics | Zendesk Ticket Avg Times Assigned Per Ticket By Agent | Average number of times a ticket is reassigned grouped by agent. | None |
| Agent Metrics | Avg Time In Open Status By Agent | Average time a ticket spends in the open status grouped by agent in a time range. | None |
| Ticket Management | Tickets By Dynamic Value | Live breakdown of unclosed tickets by state. | None |
| Ticket Management | Tickets By Static Attribute Live | Live breakdown of non-closed tickets by static attribute. | static_attribute |
| Ticket Management | Tickets By Status And Static Attribute Live | Live breakdown of tickets with a specific status by static attribute. |
static_attribute, status
|
| Ticket Management | Avg Time In Open Status By Group | Average time a ticket spends in the open status grouped by group in a time range. | None |
| Customer Satisfaction | CSAT Score By Time Range | Breakdown of tickets with positive and negative CSAT surveys completed in a time range. | None |
| Customer Satisfaction | CSAT Score For Assignments By Agent | CSAT score attributed to agents assigned to tickets at any point. | None |
| Customer Satisfaction | Positive CSAT Response Count For Assignments By Agent | Count of positive CSAT responses attributed to agents assigned to tickets at any point. | None |
| Customer Satisfaction | Negative CSAT Response Count For Assignments By Agent | Count of negative CSAT responses attributed to agents assigned to tickets at any point. | None |
| Customer Satisfaction | CSAT Score For Solves By Agent | CSAT score attributed to agents who solved tickets. | None |
| Customer Satisfaction | Positive CSAT Response Count For Solves By Agent | Count of positive CSAT responses attributed to agents who solved tickets. | None |
| Customer Satisfaction | Negative CSAT Response Count For Solves By Agent | Count of negative CSAT responses attributed to agents who solved tickets. | None |
| AI Metrics | Tickets By Qualitative Question | AI-enabled breakdown of tickets by qualitative question response in a time period. | qualitative_question |
| AI Metrics | Contact Reasons By Time Range | AI-enabled breakdown of tickets by contact reason. | limit_number |
| AI Metrics | Initial Contact Reasons By Time Range | AI-enabled breakdown of tickets by initial contact reason. | limit_number |
| AI Metrics | Contact Explanations By Time Range | AI-enabled breakdown of tickets by contact explanation. | limit_number |
| AI Metrics | Trending Contact Reasons By Time Range | AI-enabled breakdown of tickets by trending contact reasons compared to the previous time range. | limit_number |
| AI Metrics | DSAT Reasons By Time Range | AI-enabled breakdown of tickets by dissatisfaction reasons. | limit_number |
| Chat Metrics | Zendesk Message Counts By Agent In Time Range | Count of Zendesk live messages sent by each agent in a time range. | None |
| Chat Metrics | Zendesk Ended Chat Counts By Agent In Time Range | Count of Zendesk live chats ended by each agent in a time range. | None |
| Chat Metrics | Zendesk Open Chat Counts By Agent Live | Live metric showing the count of open live chats by agent. | None |
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