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Use Chat Analytics to understand conversation load and reply quality. Chat analytics report

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What It Shows

The report can show:
  • Total chats.
  • Active chats.
  • Average messages per chat.
  • Average customer response time.
  • Average agent response time.
  • First agent response time.
  • Cost per chat.
  • Revenue per chat.
  • Conversion rate.

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When To Use It

Open this report when support volume changes, response time feels slow, or managers need to review team performance. Use the selected period carefully before sharing numbers.