Data Overview

Zendesk Chat exposes a wide range of operational and configuration data through Coupler.io. The most analytically valuable entities are Chats and Agent timelines — these contain the conversation records and activity logs that power support performance reporting.

Entities at a glance

Entity	Best used for	Supports date range?
Chats	Conversation analytics, response times, CSAT	Yes
Agent timelines	Availability tracking, shift analysis	Yes
Agents	Team roster, capacity planning	No
Departments	Routing analysis, team structure	No
Goals	Performance benchmarking	No
Skills	Routing logic review	No
Triggers	Automation audit	No
Shortcuts	Template usage review	No
Roles	Permissions audit	No
Bans	Moderation reporting	No
Routing settings	Configuration documentation	No
Accounts	Account-level audit	No

Chats entity

Conversation identifiers

Field	Description
id	Unique chat session ID
session_id	Browser session identifier
visitor_id	Unique visitor identifier
department_id	Department that handled the chat
agent_ids	List of agents involved in the conversation

Conversation details

Field	Description
started_by	Whether the chat was initiated by visitor or trigger
type	Chat type (chat, offline_msg)
channel	Channel through which the chat arrived
tags	Labels applied to the chat
message_count	Total messages exchanged
missed	Whether the chat was missed
rating	Visitor satisfaction rating
comment	Visitor's CSAT comment

Timing fields

Field	Description
timestamp	Chat start time
end_timestamp	Chat end time
duration	Total chat duration in seconds
wait_time	Time visitor waited before agent responded
response_time	Agent's first response time in seconds

Agent timelines entity

Activity fields

Field	Description
agent_id	ID of the agent
start_time	When the status period began
end_time	When the status period ended
duration	Length of the status period in seconds
status	Agent status (online, away, invisible)

Agents entity

Agent profile fields

Field	Description
id	Unique agent ID
name	Agent display name
email	Agent email address
role	Assigned role
departments	Departments the agent belongs to
skills	Skills assigned to the agent
enabled	Whether the agent account is active

Common metric combinations

• Chats + Agents (Join on agent_id) — add agent names and roles to conversation records for team-level reporting

• Chats + Departments (Join on department_id) — analyze volume and CSAT by department

• Agent timelines + Agents (Join on agent_id) — calculate total online hours per agent per day

• Multiple date ranges of Chats (Append) — combine data from different periods into a single historical dataset

Use cases by role

Support managers

• Track first response time and chat duration trends over time using the Chats entity

• Monitor agent availability and online hours by joining Agent timelines with Agents

• Compare CSAT ratings across departments to identify coaching opportunities

• Use Aggregate transformation in Coupler.io to summarize daily chat volumes without leaving the platform

Operations teams

AI & analytics

Platform-specific notes

• The start_date parameter only applies to the Chats and Agent timelines entities — all other entities return full records regardless of date

• Chat duration is measured in seconds — divide by 60 in your destination tool for minutes

• The rating field only populates if CSAT is enabled in your Zendesk Chat account and the visitor submitted a rating

• agent_ids on a chat may contain multiple values if the chat was transferred between agents

• Banned users are stored separately in the Bans entity and are not flagged within the Chats entity itself