Chat reports

Use the Chat reports to view information about your team's Chat sessions.


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


The Chat reports dashboard

Before you start

You must be an Account Owner or a Chat Admin to access the Chat reports. You will also need the Reporter user permission.

To learn more about Chat permissions, check out the article Roles and permissions of Chat. To explore user permissions, check out the Restrict and grant user access permissions article.

View the Chat report

To get to the Chat reports, go to Analytics > Channel analytics > Reports: Chat.


Managing the data you see

Use the dashboard controls to control the data you see. Learn to set your date range to view your results across different time periods.

Setting the date range

Use the date range control to make sure you only see the data you need.

To set a date range:

  1. Select the date range control in the top-right
  2. Select the current time frame (by default this is Last 7 days)
  3. Choose either:
    Option Time frame
    Predefined date range options
    • 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
  4. Select Apply.

Understanding the report data

Data appears across three stacked sections on the page: the top info bar, Chat history, and Top chat agents.

Top info bar

The top info bar shows you four information boxes all showing data from within the time frame you selected:

  • 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.


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 from within your selected time frame:

  • Opened
    The number of chats opened by 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.



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