Tip of the week: Investigating increasing wait times (Zendesk Chat Analytics 101)

Published December 13, 2016
Last modified December 13, 2016

High waiting times can turn happy customers into angry ones. Here’s how you can identify the causes and prevent long response times.

Zendesk Chat Report

By overlaying wait time and Chat Reports, you’ll be able to see if there was an abnormal increase in wait time at any period.

For example, you’ll notice that Wait Time (Served) on 4 April was slightly higher than the previous two days, despite the lower number of chats. It is then possible to drill-down and find what went wrong on 4 April.

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