Chats reports

The Chats reports give you a clear view of customer engagement and service coverage. By tracking both overall volume and missed opportunities, you can better understand how conversations impact customer experience and conversion.

Total chats

This chart shows the total number of chats initiated by customers. Since visitors who engage in chat are more likely to convert into paying customers, tracking this metric helps you measure how chat contributes to growth.

With this report, you can:

• See trends in daily or hourly breakdowns, helping you spot peak engagement times.

• Select a time range and compare it against another period to measure growth or seasonal shifts.

• Apply filters such as keyword, teammate, tag, assignment, availability, and country to focus on the most relevant segments.

This flexibility allows you to identify what drives engagement, evaluate the impact of specific campaigns, and ensure resources are aligned with demand.

Missed chats

This chart highlights the number of chats where customers left without receiving a reply. Missed chats often represent lost opportunities—customers who reached out but never got the help they needed.

With this report, you can:

• Monitor daily or hourly breakdowns to see when missed chats occur most often.

• Compare different time ranges to measure improvements in responsiveness.

• Filter by keyword, teammate, tag, or country to uncover patterns and pinpoint problem areas.

By tracking missed chats, you can quickly identify coverage gaps, adjust staffing, and improve response times—leading to fewer missed opportunities and stronger customer relationships.

Chat response times

This chart shows how quickly teammates respond to customers during conversations. By measuring the response times, you can better understand responsiveness and its impact on customer experience.

With this report, you can:

• Track response times: including first response time and average response time.

• Monitor daily or hourly breakdowns to see when response times are fastest or slowest.

• Compare different time ranges to measure improvements or identify slowdowns.

• Apply filters such as keyword, teammate, tag, and country to uncover trends and performance differences.

By analyzing response times, you can identify areas where customers may be waiting too long, set expectations for service speed, and take action to improve the overall customer experience.

Together, these reports not only show you how many conversations are happening, but also how effectively your team is capturing and nurturing those customer interactions.