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! Check out Reporting Definitions and Scenarios for the scoop on how these metrics are calculated.
Note: Don't see the Chat report in your Help Scout even though you're using Beacon? It's on the way! Take a peek at What’s New with Channel-based Reports for more info on the changes you'll be seeing. If you have any questions, just let us know!
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?