{"id":272055,"date":"2025-07-30T07:35:46","date_gmt":"2025-07-30T07:35:46","guid":{"rendered":"https:\/\/www.revechat.com\/?post_type=help-center&p=272055"},"modified":"2026-04-29T06:52:01","modified_gmt":"2026-04-29T06:52:01","slug":"chat-performance","status":"publish","type":"help-center","link":"https:\/\/www.revechat.com\/help-center\/chat-performance\/","title":{"rendered":"Chat Performance"},"content":{"rendered":"\n

<\/p>\n\n\n\n

Report for a customer support company to tracks and evaluate how many customers they have served.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Filters and Options<\/h3>\n\n\n\n
    \n
  1. Agent Filter<\/strong>: Allows you to filter the data for specific agents or view it for all agents.<\/li>\n\n\n\n
  2. Department Filter<\/strong>: Allows you to filter the data based on departments created.<\/li>\n\n\n\n
  3. Channel<\/strong>: Allows you to filter data based on the channel used by the customer.<\/li>\n\n\n\n
  4. Time Range Selection<\/strong>: Provides options to select the desired time range for analysis: Last 1 Day, Last 7 Days, Last 30 Days.<\/li>\n<\/ol>\n\n\n\n

    Time Series Details<\/h3>\n\n\n\n
      \n
    • Hourly<\/strong>: Displays the number of chats interacted hour-wise.<\/li>\n\n\n\n
    • Daily<\/strong>: Displays the number of chats interacted day-wise.<\/li>\n\n\n\n
    • Monthly<\/strong>: Displays the number of chats interacted month-wise.<\/li>\n<\/ul>\n\n\n\n

      Report Elements<\/h3>\n\n\n\n
        \n
      1. Total Chat Started<\/strong>: This indicates the actual number of chat sessions handled by agents.<\/li>\n\n\n\n
      2. Average Chat Duration<\/strong>: The \u201cAvg. Chat Duration\u201d is the average duration of a chat session. It reflects how long agents spend assisting customers in each interaction.<\/li>\n\n\n\n
      3. Avg. Wait Time<\/strong>: It reflects how long a customer had to wait before an agent accepted the chat request<\/li>\n\n\n\n
      4. Total Queued Chats<\/strong>: It represents the number of chats waiting in the queue.<\/li>\n\n\n\n
      5. Max Wait Time<\/strong>: It is the total (cumulative) time all customers spent waiting for an agent to accept their chat requests within a specific time period<\/li>\n\n\n\n
      6. SLA Compliance<\/strong>: The percentage of total chats served in a defined period that has meet SLA requirements<\/li>\n\n\n\n
      7. SLA Breach<\/strong>: The percentage of total chats served in a defined period that has breached the SLA requirements.<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

        Report for a customer support company to tracks and evaluate how many customers they have served. Filters and Options Time Series Details Report Elements<\/p>\n","protected":false},"author":36,"featured_media":0,"menu_order":16,"template":"","meta":{"_acf_changed":false,"footnotes":""},"help_center_type":[1843],"class_list":["post-272055","help-center","type-help-center","status-publish","hentry","help_center_type-advanced-analytics"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help-center\/272055","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help-center"}],"about":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/types\/help-center"}],"author":[{"embeddable":true,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/users\/36"}],"version-history":[{"count":2,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help-center\/272055\/revisions"}],"predecessor-version":[{"id":302919,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help-center\/272055\/revisions\/302919"}],"wp:attachment":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/media?parent=272055"}],"wp:term":[{"taxonomy":"help_center_type","embeddable":true,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help_center_type?post=272055"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}