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.
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
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 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. |