Chats

Chat volume, responsiveness, engagement, and abandonment metrics.

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

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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.

Changing the date range or a filter below applies after a short delay rather than instantly — see Analytics — Filtering.

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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

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Chats by status

Status	Colour
Open	Blue
Pending	Amber
Resolved	Green
Overdue	Red
Closed	Grey

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Chats breakdown

A bar chart of chat volume over time.

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.

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.

Advanced filter — build custom Field / Operator / Value conditions beyond the list above, nestable into AND/OR groups. See Analytics — Advanced filters.

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Responsiveness

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.

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

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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

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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