Chats Analytics – General Overview

The Chats Analytics section provides a comprehensive view of all chat interactions handled by your system across online and offline hours. It includes chats managed by agents, bots, or a combination of both, along with performance and responsiveness metrics.

Below is a detailed explanation of each metric shown on this page.

1. Total Chats

Total Chats represents the total number of chat conversations initiated by visitors during the selected time period.

This metric includes:

• Chats received during online hours

• Chats received during offline hours

• Chats handled by agents

• Chats handled by bots

• Chats that involved both bots and agents

Each chat session is counted once, regardless of how many messages were exchanged within it.

2. Answered Chats (All)

Answered Chats indicates the total number of chats that received a response.

This includes chats that were:

• Answered by agents

• Answered by bots

• Started with a bot and later transferred to an agent

If a visitor received at least one response (from a bot or an agent), the chat is counted as answered.

3. Answered Chats by Agents

Answered Chats by Agents counts all chats that were handled by a human agent.

This includes:

• Chats directly answered by an agent

• Chats that were initially handled by a bot and later transferred to an agent

If an agent interacted with the visitor at any point during the chat session, the chat is included in this metric.

4. Answered Chats by Bots Only

Answered Chats by Bots Only represents chats that were fully handled by the bot without any agent involvement.

This includes:

• Chats answered exclusively by the bot

• Chats where the bot did not transfer the conversation to an agent

• Chats with no agent messages or interactions

These chats indicate successful self-service interactions handled entirely by automation.

5. Missed Chats

Missed Chats refers to the total number of chats that were not answered by any agent during online hours.

A chat is considered missed when:

• A visitor initiates a chat during online hours

• No agent responds to the chat

• The chat does not receive any agent interaction

Bot responses do not prevent a chat from being marked as missed unless an agent also responds (based on your system configuration).

6. Outbound Chats

Outbound Chats represents the total number of chats initiated by agents.

This includes:

• Proactive messages sent by agents to visitors

• Chats where agents reached out to visitors without the visitor starting the conversation

Outbound chats help track proactive engagement efforts by your support or sales teams.

7. Offline Chats

Offline Chats includes all chat requests received while no agents were available (offline hours).

This metric captures:

• Visitor attempts to start a chat outside business hours

• Chats received when the system or department was set to offline mode

8. Offline Form Submissions

Offline Form Submissions represents the number of offline chats where visitors submitted an offline form.

This includes:

• Chats initiated during offline hours

• Visitors who filled out and submitted the offline contact form (such as name, email, and message)

These submissions allow agents to follow up once they are back online.

9. Average Visitor Wait Time

Average Visitor Wait Time shows the average time a visitor waited before their chat was picked up.

This time is calculated from:

• The moment the visitor initiates a chat
  to

• The moment the chat is first answered by a bot or an agent

The metric helps measure responsiveness and overall chat experience efficiency.