Volume Reports
Track chat volumes by hour, day, channel, and business unit. Includes service level metrics, closure reasons, queue times, and geographic breakdowns.
The Volume tab contains 18 reports that help you understand conversation patterns, measure service quality, and analyze geographic distribution of your customer interactions.
Chat Volume Trends
Understand when and where your conversations are happening.
Chats By Hour of Day
Shows when your customers are most active by displaying conversation volume for each hour of the day.
Use this report to:
- Identify peak hours to ensure adequate staffing
- Spot quiet periods for scheduling breaks or training
- Plan shift patterns based on demand
Times are shown in UTC. Consider your customers' timezone when interpreting patterns.
Chats By Day
Displays the total number of conversations per day across your selected date range, helping you track volume trends over time.
Use this report to:
- Track conversation volume trends over weeks or months
- Identify seasonal patterns or unusual spikes
- Measure the impact of marketing campaigns or product launches
- Plan staffing for expected busy periods
Chats By Bot
Breaks down conversation volume by channel (WhatsApp, Web Chat, Messenger, etc.), showing which channels your customers prefer.
| Column | Description |
|---|---|
| Bot ID | Unique identifier for each channel |
| Channel Name | Friendly name you assigned to the channel |
| Type | Channel platform (WhatsApp, Web, etc.) |
| Chats | Number of conversations on this channel |
Use this report to:
- Compare engagement across different channels
- Identify your highest-traffic channels
- Decide where to focus resources and improvements
Chats By Bot By Day
Shows how conversation volume on each channel changes over time, with a separate line for each channel.
Use this report to:
- Compare channel growth rates
- Identify if a specific channel is trending up or down
- Spot channel-specific anomalies or outages
- Track the rollout of new channels
Chats by Business Unit
Provides a comprehensive view of agent performance across all Business Units, with separate sections for each BU showing Inbound, Outbound, and Transfer metrics.
Each section displays Chats, Avg Response, Avg Duration, Avg Wait, and a channel breakdown per agent.
Use this report to:
- Compare performance across different teams or departments
- Identify high-performing and underperforming Business Units
- Understand workload distribution across the organization
- Plan resource allocation between teams
Service Quality
Measure the quality and speed of your customer service operations.
Service Level
Key performance indicators showing how well your team is serving customers, including response times and missed opportunities.
| Metric | Description |
|---|---|
| Answered Chats | Conversations successfully handled by agents |
| Avg Response | Average time for agents to send their first reply |
| Avg Duration | Average total conversation length |
| Avg Wait | Average time customers waited before being connected |
| Missed Chats | Conversations abandoned before an agent responded |
| Missed Avg Wait | How long customers waited before giving up |
Use this report to:
- Monitor overall service quality
- Set and track response time targets
- Identify if customers are abandoning due to long wait times
- Compare performance across different time periods
Queue Wait Time Distribution
Shows how long customers wait before being connected to an agent, grouped into time buckets for easy analysis of your service level.
Time buckets include 0–30 seconds, 30–60 seconds, 1–2 minutes, and 5+ minutes.
Use this report to:
- Set and monitor wait time SLAs (e.g., 80% answered in 60 seconds)
- Identify peak periods with longer queues
- Justify staffing decisions with wait time data
- Track improvements in customer wait experience
Wait time is calculated from when the customer requested a chat to when an agent was assigned. Inbound conversations only.
First Response Time Distribution
Shows how quickly agents respond after being allocated a conversation, grouped into time buckets.
Buckets include under 15 seconds, 15–30 seconds, 1–2 minutes, and 5+ minutes.
Use this report to:
- Monitor agent responsiveness
- Set and track response time SLAs
- Identify slow-responding patterns
- Compare performance across shifts or teams
Response time is measured from agent allocation to first agent message. Does not include queue wait time.
Duration Distribution
Shows how long conversations last, grouped into duration buckets to help understand typical interaction patterns.
Buckets range from under 1 minute to over 1 hour.
Use this report to:
- Identify unusually long conversations that may indicate complex issues
- Benchmark agent efficiency across the team
- Plan staffing based on expected conversation lengths
- Spot trends in issue complexity over time
Duration is measured from first agent response to conversation end. Very short durations may indicate quick answers or abandoned chats.
Chat Analysis
Deeper analysis of conversation patterns, closure types, and contact frequency.
Messages Sent and Received
Breaks down all messages sent and received by type, including text, media, and system messages.
The report shows counts for each message category (agent text, user text, agent media, user media, translations, transfers, inline notes, system messages, and whisper messages) along with the top media types shared.
Use this report to:
- Understand communication patterns between customers and agents
- See how often customers share images, documents, or other media
- Track bot message volume versus human messages
- Identify heavy media usage that may impact storage costs
Closure Reasons
Shows a breakdown of how conversations end across your organization.
Closure reasons include:
- User Closed — Customer ended the conversation
- Agent Closed — Agent marked the conversation complete
- Agent Transfer — Agent transferred to another agent
- System Closed — System ended the conversation
- System Transfer — System automatically transferred the conversation
- Supervisor Closed — Supervisor ended the conversation
- Inactivity — Conversation timed out due to no response
- Agent Offline — Agent went offline during the conversation
- Agent Never Logged In — Assigned agent was never logged in
High inactivity closures may indicate customers abandoning chats before resolution or issues with response times.
Inbound vs Outbound
Compares customer-initiated (inbound) conversations with agent-initiated (outbound) conversations over time.
| Metric | Description |
|---|---|
| Inbound | Conversations started by customers seeking help |
| Outbound | Conversations started by agents reaching out proactively |
| Total | Combined conversation volume |
| Inbound % | Proportion that is customer-initiated |
Use this report to:
- Understand your conversation direction mix
- Track outbound campaign effectiveness over time
- Balance team workload between reactive support and proactive outreach
Day of Week Patterns
Reveals weekly patterns in conversation volume and key metrics to help optimize scheduling.
Shows conversations, average wait time, and average response time for each day of the week.
Use this report to:
- Optimize staffing levels by day of week
- Identify your busiest and slowest days
- Plan maintenance or training on low-volume days
- Set day-specific SLA expectations
Data is aggregated across the selected date range. For accurate patterns, select at least 4 weeks of data to smooth out holidays and anomalies.
Peak Hours Analysis
Identifies your busiest hours using statistical analysis to highlight peak periods that need extra staffing.
An hour is flagged as a peak hour when its volume reaches 1.5x or more of the average hourly volume.
| Metric | Description |
|---|---|
| Conversations | Total chats received during that hour |
| Avg Wait | Average customer wait time during the hour |
| Intensity % | Volume relative to your busiest hour (100% = highest volume) |
| Peak Hour | Yes/No flag based on the 1.5x average threshold |
Use this report to:
- Optimize staff scheduling by hour
- Set customer expectations for wait times during peaks
- Identify opportunities for self-service during busy times
Hours are shown in UTC. Convert to your local timezone for scheduling purposes.
Repeat Contact Analysis
Identifies customers who contacted support multiple times within the date range, providing an approximation of First Contact Resolution (FCR).
| Metric | Description |
|---|---|
| Unique Users | Total customers who reached out |
| Single Contact | Customers with only one conversation |
| 2 Contacts | Customers who returned once |
| 4+ Contacts | Customers requiring multiple interactions |
| FCR (Approx) % | Percentage resolved in a single contact |
This is an approximation — multiple contacts may be for different issues. For true FCR, implement post-chat surveys or issue tracking. Only inbound conversations are included.
Geographic Analysis
Understand where your customers are located and how service quality varies by region.
Chats by Country
Shows conversation volume broken down by customer country, derived from phone number prefix or IP geolocation.
Use this report to:
- Understand geographic distribution of customers
- Plan language support and staffing by region
- Identify growth markets
- Support compliance and regulatory planning
Chats by Country by Day
Track conversation volume trends over time for each country. Shows how geographic patterns evolve day by day.
Use this report to:
- Track geographic growth trends
- Identify seasonal patterns by region
- Measure impact of regional campaigns
- Plan for timezone-based staffing
Service Level by Country
Compare service level metrics across countries to ensure consistent quality globally.
| Metric | Description |
|---|---|
| Conversations | Inbound chats handled by agents |
| Avg Wait | Queue wait time before agent accepts |
| Avg Response | Time to first agent response |
| Avg Duration | Conversation length |
| Missed | Customer left before agent response |
Use this report to:
- Ensure consistent service globally
- Identify regions with longer wait times
- Plan staffing to match regional demand
- Track SLA compliance by geography
This report measures inbound user-initiated chats only. It excludes outbound campaigns, agent-initiated messages, and system transfers.