For the complete documentation index, see llms.txt. This page is also available as Markdown.

Chats

Performance metrics for AI-agent and livechat conversations over a selected date range.


Date range

Click the Date range chip to open the date picker. See Interactions — Date range for full details of the date picker and presets. All data shown in your workspace timezone.


Summary

Metric
What it shows

Total new chats

All new AI-agent and livechat conversations in the period

AI chats

Count and % (donut) of AI-agent conversations

Livechats

Count and % (donut) of live-agent conversations


Chats by status

Status
Colour

Open

Blue

Pending

Amber

Resolved

Green

Overdue

Red

Closed

Grey


Chats breakdown

A bar chart of chat volume over time.

Control
Options

Group by

Hour, Day, Week, Month, Quarter, Year

Segment by

Dimension to split bars by

Use the download icon to export as CSV and the screenshot icon to download an image of the chart.


Responsiveness

Metric
What it measures

Average AI first response time

Time from conversation received to AI agent's first reply

Average AI response time

Time between a person's message and AI agent's reply

Average live agent first response time

Time from assignment to live agent's first reply

Average live agent response time

Time between a person's message and live agent's reply


Engagement

Metric
What it measures

Average interactions per chat

Messages exchanged across all chats

Average interactions per AI chats

Messages exchanged in AI-agent conversations

Average interactions per livechats

Messages exchanged in live-agent conversations

Average chat duration

Time from first to last message across all chats

Average AI chat duration

Duration for AI-agent conversations

Average livechat duration

Duration for live-agent conversations


Abandonment

Metric
What it measures

Closed without feedback

Count and % of chats closed with no feedback from the person

Closed without person replies

Count and % of chats closed with no messages from the person

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