The Chat report shows 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
In Dotdigital, 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 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 data for the following 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 a graph with a day‑by‑day breakdown of new and completed chats for the selected time frame.
Chats received by channel
This section shows a line graph of how many new chats were received on each channel per day for the selected time period.
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 for chats, from start to finish. This metric also includes autocompleted chats. |