Reports: Chat reports
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The amount of time spent on service processes is an important Key Performance Indicator (KPI) for Service Desk managers to review. SWSD contains several chat reports that provide visibility into agents and requesters.
Analytics > Reports > Chat.
The Chat Time Tracking Report focuses on:
- Chat times
Chat breakdown by different groups
You can track the following:
- Time for agents to accept chats
- Time for agents to respond to chats
- Average time to end a chat
You can view the data grouped by:
The Chat Volume Breakdown Report provides visibility into how your agents are spending their time and how often the chat feature is being used throughout your organization.
You can track the number of chats agents accept, the number of chats requesters start, and how many chats are generated by site or department.