Zendesk Messaging & Chat Analytics in Real-Time
Real-time analytics for Zendesk messaging and live chat, Sunshine Conversations, and Quiq, including WhatsApp and SMS conversations on Zendesk messaging channels. Keep CX ops one step ahead of demand.
Upgrade to Qvasa Enterprise for boundless dashboards, AI-powered filters, and alerts that hit Slack in under a minute.
Staff, monitor, and prove Zendesk chat SLAs in one place
See Zendesk messaging queue health in milliseconds
Track open conversations, longest wait time, agents online, concurrency and capacity utilization, and first-offer acceptance with offer-to-accept funnels as they change. The live Messaging Chats view streams active conversations in real time, so ops leads spot spikes instantly and execs see live Zendesk chat KPIs on a wallboard.
Drag-and-drop Zendesk chat dashboards
Choose from 1,500+ metrics across 20+ integrations and drop bar charts, line graphs, and scorecards into place. Break down messaging volume by channel and country, filter by tag, brand, or AI label, then share a pin-secured link with partners who need SLA proof.
Zendesk chat alerts keep wait times tame
Enterprise checks any Zendesk messaging metric every 60 seconds and alerts via Slack, email, or SMS when thresholds hit. Auto-ack avoids alert spam; manual mode keeps nudging until resolved.
Viewer-filtered Zendesk agent dashboards
Give agents a self-serve view of their own live chat stats, including per-agent messaging metrics per online hour, AHT, chats in progress, and CSAT, without extra Zendesk permissions work. Managers stay focused on coaching, not data pulls.
Zendesk Messaging Analytics Features by Plan
| Basic | Professional | Enterprise | |
|---|---|---|---|
| Features | Free/Essentials | Request a Demo | Request a Demo |
| Real‑time Zendesk ingest | Included | Included | Included |
| Real‑time Sunshine Conversations ingest | Not included | Included | Included |
| Auto‑refresh (TV mode) | Not included | Included | Included |
| Historical backfill (pre‑install) | Not included | Not included | Included |
| Drag‑and‑drop builder | Included | Included | Included |
| Metric library channels | Support | Support + chat + voice | Full library |
| Max dashboards | Limited | Unlimited | Unlimited |
| Open conversations & wait‑time | Not included | Included | Included |
| Agents online / in chats | Not included | Included | Included |
| Ticket metrics(backlog, CSAT…) | Included | Included | Included |
| Conversation‑level metrics | Not included | Included | Included |
| Filter by any field(tags, groups…) | some | Included | Included |
| CSV export of drill‑ins | Not included | Included | Included |
| Pin‑secured public link | Not included | Included | Included |
| Threshold alerts on widgets | Hourly | 10min | 1min |
| Alert channels | Slack · Email | Slack · Email | Slack · Email |
| Viewer‑filtered agent dashboards | Not included | Included | Included |
| Live API access | Not included | Not included | Included |
| 99.999% uptime SLA | Included | Included | Included |