> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/analytics/chats.md).

# 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](/docs/modules/analytics/interactions.md) 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.

{% tabs %}
{% tab title="Controls" %}

| 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.
{% endtab %}

{% tab title="Filters" %}

| Filter            | Options                                  |
| ----------------- | ---------------------------------------- |
| Chat type         | AI chats or livechats                    |
| AI Agents         | Filter to specific agents                |
| Channels          | Filter to specific channels              |
| Live Agents       | Filter to specific agents                |
| Teams             | Filter to specific teams                 |
| Status            | Open, Pending, Resolved, Overdue, Closed |
| CSAT Rating       | Filter by rating received                |
| Tags / Tag Groups | Filter by tags or tag groups             |
| Custom Fields     | Filter by custom field values            |

Select **Reset all** to clear.
{% endtab %}
{% endtabs %}

***

## Responsiveness

{% hint style="info" %}
AI response-time metrics (including the CSV export) use the median rather than the mean average, reducing the effect of outliers. Live agent metrics still use the mean.
{% endhint %}

| Metric                                 | What it measures                                                 |
| -------------------------------------- | ---------------------------------------------------------------- |
| Average AI first response time         | Median time from conversation received to AI agent's first reply |
| Average AI response time               | Median 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 |