Chat Reports
Chat Reports allow you to monitor your agents’ performance and track statistics for chats coming through WhatsApp. From this page, you can view metrics such as waiting times, tag distribution, peak hours, and also download detailed reports.
Accessing the Page
Go to Chat > Chat Reports from the left menu.
By default, data from the last 30 days is displayed.
Use the date filter at the top right to select a different range.
At the top left, you can select a WhatsApp account:
If only one WABA integration exists, no selection is required.
If multiple WABAs exist, the data of the first added account is shown by default.
Note: All data is filtered based on the selected date range.
Page Summary
For the selected date range, the following are displayed:
Total Number of Chats (resolved + unresolved).
Chats reactivated from the archive increase the total.
Transferring chats between agents does not increase the total.
Chats answered by AI are not included.
Average Waiting Time
Most Requested Topic
Peak Day
Peak Hour (based on chats in the selected date range).
Details
Chat Volume Table
Shows the number of chats received per day.
Note: When calculating the average, days with no chats are also included.
If a customer has 2 sessions, both sessions are counted separately.
Waiting Time
Displays the daily average time customers wait before being transferred to an agent.
AI interactions are excluded.
Format example:
1D 18H 12M 37S.
Reason Report
Shows how many times each topic was selected, listed in descending order.
Note: If a user changes the selected topic, the previous one will no longer appear in the statistics.
Tag Report
Displays the frequency of tags applied to chats.
Note: If a tag is removed from a chat, reports update dynamically (including downloaded reports).
Peak Hours
Shows days of the week (vertical) vs. 24 hours of the day (horizontal).
A color scale indicates density (darker = more chats).
Note: This report is displayed on a weekly basis.
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