The Chat reports show you detailed insights into five categories:
New and open chats
Average time for a first response (in minutes)
Average time to completion (in minutes)
Completed chats
Top agents
Before you start
Things you need to know:
You must be an Account Owner or a Chat Admin to access the Chat reports. You also need the Reporter user permission.
Learn more
About Chat permissions: Roles and permissions of Chat.
About user permissions: Restrict and grant user access permissions
View the Chat report
Go to Analytics > Reports
Expand the MORE REPORTS drop-down menu and select Chat.
Manage the data you see
Use the dashboard controls to change the data you see. Set a date range to view your results across different time periods.
Set the date range
Select the date range control in the top-right
Select the current time frame (by default, this is Last 7 days)
Choose either:
Pre-defined date range
Today
Yesterday
Last 7 days
Last week
This month
Last month
Last 30 days
All-time
Custom date range
Choose your from (start) and to (end) date.
Select APPLY.
Understand the report data
Data appears in three sections on the page: chat statistics tiles, Chat history, and Top chat agents.
Chat statistics tiles
The tiles show you data for four metrics:
Tile | Description |
New chats | The number of new chats started. |
Average time for a first response (in minutes) | The average time agents have taken to respond for the first time to a new chat. |
Average time to completion (in minutes) | The average time agents have taken to complete (finish) a chat. |
Completed chats | The number of completed chat sessions. |
Data displayed is relevant to the time period you have selected.
Chat history
Chat history shows you a graph displaying a day-by-day breakdown of the number of new chats (in green) and completed chats (in blue) within your selected time frame.
Top Chat agents
The Top Chat agents table is a league of your best-performing agents. It shows the following information for your selected time frame:
Column | Description |
Opened | The number of open chats assigned to the agent. |
Completed | The number of chats completed by the agent. |
Avg. response time | The agent's average response time to new chats. |
Avg. completed time | The agent's average completion time, from start to finish, of chats. |
