What this does
Chat analytics show how your team is performing — how quickly you respond, how many conversations are resolved, and customer satisfaction scores.
Key metrics
- Total Conversations — number of chats in the period
- Average Response Time — how long visitors wait for a first reply
- Resolution Rate — percentage of conversations resolved
- Average Resolution Time — how long it takes to fully resolve
- Customer Satisfaction — rating from post-chat survey
- AI Resolution Rate — percentage handled entirely by AI
- Agent Performance — individual response times and volumes
Step by step
- Go to Chat > Analytics
- Set the date range
- Review the dashboard metrics
- Click any metric to drill down
- Export data as CSV for further analysis
Tips
- Aim for a first response time under 2 minutes during business hours
- Low satisfaction scores suggest your team needs more knowledge base content
- Compare AI resolution rate over time to measure your knowledge base quality
- Use agent performance data to balance workload across your team