The Chat report show you detailed insights into:
New and open chats
Average time for a first response (in minutes)
Average time to completion (in minutes)
Completed chats
Chats received by channel
Top agents
Before you start
Things you need to know:
You must be an account owner or a Chat admin to access the Chat report. You also need the Analytics user permission.
View the Chat report
Go to Analytics > Reports
Expand the MORE REPORTS drop-down menu and select Chat.
Set the date range
Set a date range to view your results across different time periods.
Select the date range control in the top-right
Select the current time frame.
The default 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.
Filter by team
To filter the report data for a specific chat team:
Select FILTER in the top right.
Select the team you want to see the data for.
Select APPLY.
Understand the report data
Data appears in four sections on the page: chat statistics tiles, Chat history, Chats received by channel, 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. This metric also includes autocompleted chats. Learn more. |
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 and completed chats within your selected time frame.
Chats received by channel
This section displays a line graph which shows how many new chats were received on each channel per day of the time period you have selected.
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. This metric also includes autocompleted chats. Learn more. |