Chat Analytics
Performance metrics and trends for live chat support
Total Chats
1,847
+14%
Avg Duration
8m 42s
-12%
First Response Time
28s
-22%
Chat CSAT
4.7 / 5
+0.2
Chat Volume (30 days)
Avg Duration Trend (30 days)
Agent Chat Performance
| Agent | Chats Handled | Avg Duration | CSAT | First Response |
|---|---|---|---|---|
SCSarah Chen | 312 | 7m 15s | 4.8 | 18s |
MRMarcus Rivera | 287 | 9m 32s | 4.6 | 24s |
APAisha Patel | 341 | 6m 48s | 4.9 | 15s |
TGTomas Garcia | 198 | 10m 5s | 4.4 | 31s |
RKRachel Kim | 165 | 8m 20s | 4.3 | 35s |
DODavid Osei | 274 | 8m 55s | 4.7 | 22s |
LJLisa Johansson | 145 | 7m 40s | 4.5 | 28s |
MSMaya Singh | 125 | 9m 12s | 4.6 | 26s |
Peak Hours Heatmap
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Busiest Channels
Website Widget842 (45.6%)
Mobile App518 (28%)
Facebook Messenger246 (13.3%)
WhatsApp157 (8.5%)
SMS84 (4.6%)