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

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

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

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