The Chat report is all about seeing volume, efficiency, and team productivity when using Beacon with live chat over time. If you don't see the chat report, it means you aren't using Beacon. Set up a chat-enabled Beacon and give it a spin!
Chats using third party integrations are counted in the Chat Conversations metric only. The rest of the report only shows chats using Beacon.
In this article
What does our overall chat volume look like?
How long are customers waiting to be connected to our team?
How long are customers waiting for a reply in active chats?
How long do our chat conversations last?
Total chat conversations, including missed and completed chats, as well as any third party chat integrations. This is the only metric on the Chat report that includes non-Beacon chats.
Chat conversations that were accepted and eventually ended by either the Help Scout User or the visitor.
Chat conversations that were not accepted, which usually means no one was available and the customer's question moved to email. This will include any chat session that wasn't connected with a User.
The average amount of time visitors waited between initiating the chat in Beacon and a Help Scout User accepting or being assigned that chat. Missed chats do not count towards this metric. Note: If the Require Email option is on, the visitor initiates the chat when they enter their email address.
The average time between visitors being connected with a Help Scout User and the chat being ended by either party.
Chats per Day
Average chats per day, including both missed and completed chats.
The average amount of time a customer spends waiting for a User reply between chat messages.
- Response time is only counted if/when you reply to the customer. If the chat has no replies, no response times are calculated.
- Assigning, updating tags or adding notes to chats will not impact response time at all.
- If you reply, then send additional replies to the customer before the customer responds, only the first response is counted towards average response time.
- If the customer replies twice before you reply, response time is calculated from the first customer reply to the time a User replies.
Messages per Chat
The average number of messages sent by Help Scout users in a chat session.
The average amount of time a chat lasts once it is accepted.