Where to find it
Go to Website > Report. Use 7 days or 30 days at the top to choose the period the report covers.
Conversations
The first row sums up your chats in the period:
- Conversations, how many chats visitors started.
- Closed, how many chats were closed.
- Median first reply, the typical time before someone on your team first replied.
- Median resolution, the typical time from a chat starting to it being closed, for the chats closed in the period.
"Median" means half of your chats were faster than this and half were slower, so one very slow chat does not skew it. A number reads No data yet until there is something to measure.
Under the row, you see the ratings visitors gave, for example "12 ratings: 10 up, 2 down", or No ratings yet.
Top pages
The five pages where most conversations started, with the number of conversations for each. This shows where visitors most often have questions.
Team members
A table lists each Member with the Conversations assigned to them and their Median first reply. Chats nobody was assigned to are not counted here. See "Route new chats to the right people" for how chats get assigned.
Proactive messages
For each proactive message: how many times it was Shown, Opened and Replied to, and its Reply rate. See "Greet visitors with proactive messages".
Help centre
Once your help centre is published, the report also shows:
- Article views, and how many Searches visitors made, split into Searches in the widget and Searches on the site.
- Top articles, the most read.
- Searches with no result, the questions visitors could not find an answer to. These are good ideas for your next articles.
Related articles
- "Publish your help centre"
- "Write help articles for your visitors"