Chat with impact

Zendesk Chat analytics gives teams a view into chat and agent activity to make chat support better.

Make better mistakes

Track agent metrics over time to see the impact of wait times and missed chats. Use the metrics to anticipate customer needs, increase satisfaction, and improve your team's efficiency. Learn more.

Chat with impact

Monitor in real time

Manage your support in real time with Monitor. View actionable data on chat volume, visitor experience, and agent performance. Learn more.

Go down in History

Keep track of all past chat conversations and browse by date, department, agent, visitor or even a specific tag. Learn more.

Track sales conversions over chat

Conversion tracking lets you measure the positive impact of chat on your bottom-line — whether it’s making a purchase or signing up for your product. Use this data to optimize your website conversion funnel and reward high performing agents. Learn more.

Build custom reports

Use Insights to create custom reports and dashboards using Chat metrics that are relevant to you and get better visibility into performance across all your support channels. Learn more.

“As agents handle more difficult interactions, managers can look at the monitoring history and make decisions based on volume and CSAT. That real-time insight is useful. It’s also mesmerizing to watch chats come in and be served to agents.”

Ashley Bradford

Global Chat Support Program Manager at Uber

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