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 satisfaction

This chart shows how customers rate their chat experiences, capturing both positive and negative feedback. By measuring satisfaction, you can understand how well your team is meeting customer expectations and delivering quality support.

With this report, you can:

• Track satisfaction scores over time to understand how customer sentiment evolves.

• Break down good vs. bad ratings to see the proportion of satisfied versus dissatisfied customers.

• Identify top-rated teammates, highlighting who is consistently delivering excellent customer experiences.

• Apply filters such as keyword, teammate, tag, or country to reveal what drives positive experiences and where issues occur.

• Compare different time ranges to measure whether satisfaction is improving or declining.

By analyzing chat satisfaction, you can spot recurring issues, highlight top-performing teammates, and guide training or process improvements. Combined with volume, missed chats, and response time data, this report completes the picture of both efficiency and quality in customer conversations.

Chat availability

The Chat Availability report helps you understand how much time your team was available to handle live chats. It shows the total amount of time your team—or individual teammates—was online and ready to accept chats, giving you a clear picture of your overall chat coverage.

You can filter the data by date to focus on specific time periods and view results overall or per teammate. The report also includes a breakdown of chats by status, showing how many were started while your team was online or offline. This makes it easy to identify coverage gaps, optimize scheduling, and ensure customers can reach your team when they need help.

By tracking availability over time, you can maintain consistent service levels, balance workload across teammates, and improve the responsiveness of your support team.

Chat duration

This report shows the average length of customer chats, comparing total chat duration with the time teammates spend actively chatting. It helps you understand how much of each conversation is spent waiting, chatting with bots, or engaging with your team.

With this report, you can:

• Compare teammate chatting time with total chat duration to identify how much time customers spend waiting versus receiving live support.

• View data daily or hourly to spot patterns in chat length throughout the day or week.

• Analyze average durations using the breakdown section, which displays the average chat duration and average teammate chatting time per day or per hour.

• Apply filters such as keyword, teammate, tag, assignment, availability, or country to pinpoint where and when longer or shorter chats occur.

• Evaluate team efficiency by monitoring how quickly chats are handled and how much of the total duration involves active conversation.

By reviewing chat duration, you can identify ways to speed up response times, improve transitions between bots and teammates, and enhance the overall customer experience. When combined with response time, satisfaction, and chat volume reports, it offers a comprehensive view of your team’s efficiency and workload balance.

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.