Chat Report

This page provides a comprehensive analysis of chat interactions across queues, channels, and chatflows. It includes detailed metrics on handled and unhandled chats, as well as total chat volumes.

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Filters

  • Date Range Selector: Allows users to select a specific period for analysis (e.g., from 12/7/2024 to 12/8/2024).

Key Metrics

  • Total Chats: Total number of chat interactions across queues and channels.
  • Handled Chats: Total number of chats successfully managed by agents.
  • Unhandled Chats: Number of chats left unresolved or unanswered.

Visualizations

Queues Statistics

A table summarizing chat distribution across different queues:

  • Total Chats: Number of chats received by each queue.
  • Total Handled: Chats successfully managed by agents within each queue.
  • Total Unhandled: Chats left unresolved in each queue.

Channels Statistics

A table showing chat distribution across various channels:

  • Total Chats: Total interactions per channel.
  • Total Handled: Successfully handled interactions per channel.
  • Total Unhandled: Unresolved interactions per channel.

Chat-flows Statistics

A table summarizing overall chat-flow metrics:

  • Total Chats: Aggregate number of chats handled across the selected period.
  • Total Handled: Total number of chats successfully managed.
  • Total Unhandled: Number of chats left unresolved.

These insights help monitor queue efficiency, channel performance, and overall chat management effectiveness.