Chat Volume

The Chat Volume report is a time interval report. This means that the report lists performance-related inbound web chat* statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.). The desired time interval can be selected when running the report.

This report provides visibility into the overall traffic of your Web Chat flow. This will provide you the ability to see high/low traffic times for when your clients are contacting your agents using the web chat feature. Columns on this report display total chat count, total, average, and maximum chat durations.

*This report requires the Multimedia Web Chat license. If the web chat license has not been purchased, when running the report, the columns will appear empty.

Column Descriptions


Time Interval

On the report, the default time interval is "Hours of Day." However, this column will display the time interval selected when running the report.


Chat Count

Shows the total number of inbound web chats for the selected Skill(s).


Total Chat Duration

Shows the total duration of all web chats associated with the selected skill(s).


Avg Chat Duration

Shows the average duration of all web chats associated with the selected skill(s).


Max Chat Duration

Shows the maximum duration of all web chats associated with the selected skill(s).