Using the weekly Chat Analytics report

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<p><br>The Chat Analytics report contains an easy-to-review summary of the chats your agents have had over a defined time period. By default, the report is emailed weekly to admins and agents with permission.</p>
<p>The screenshot below is an example of how the Chat Analytics report might look:</p>
<p><img class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/chat_weekly_report.png" alt=""></p>
<p>This report includes the following statistics about your chats and group of agents:</p>
<ul>
<li data-list-item-id="e14f6a3d1396b96185d99b7481c3881b5">
<strong>Page views</strong>: The number of page changes detected by the widget across the website.</li>
<li data-list-item-id="e7c95821643fbe76d56cbba3b8c14a27b">
<strong>Total visits</strong>: A “Visit” is a single browsing session. If a visitor views another page on your site within 30 minutes of the last pageview it is counted as the same visit. If a visitor returns to your site after 30 minutes have passed since the last pageview then it is counted as a separate visit.</li>
<li data-list-item-id="ea918abce5836681b69760ce59ab1c4c0">
<strong>Unique visitors</strong>: The number of people that visited your site over the selected time period. A person visiting the site multiple times during the time period is only counted once.</li>
<li data-list-item-id="ed41c459ecc8949df6144937fd388e618">
<strong>Total chats</strong>: The number of chats initiated.</li>
<li data-list-item-id="ea3623b71edc8d5e0d00ffca860bbce71">
<strong>Offline messages</strong>: The number of offline messages sent via widget during the time period.</li>
<li data-list-item-id="e66aed4067f36fd35506ce18192126cd6">
<strong>Chats completed</strong>: The number of chats which end with a reply from an agent.</li>
<li data-list-item-id="e06e032b7e58fd7d4a2573c27338e2be3">
<strong>Chats dropped</strong>: The number of chats which end with an visitor message that remains unanswered by the agent.</li>
<li data-list-item-id="e950e8924fdf4ddd0b963390b3a76908c">
<strong>Chats missed</strong>: The number of chats where the agent does not answer the incoming chat request and the visitor subsequently leaves.</li>
<li data-list-item-id="e2fa3f55dd6ffa8abc445c4b3aadea2cd">
<strong>Conversions</strong>: The total number of conversions (unattributed and attributed) recorded during the time period.</li>
<li data-list-item-id="e62f25727d0692b02a1c13951fe7ca432">
<strong>Average wait time (Served)</strong>: The average length of time for all chats an agent participated in.</li>
<li data-list-item-id="e2be9a76d215fa3827c91e23ac9e5d1b8">
<strong>Average wait time (Missed)</strong>: The average duration of chats that were not answered by an agent (from initiation by visitor to drop by visitor). </li>
<li data-list-item-id="e4ea0cc7f54bb9b0d8725a40c834ea8a4">
<strong>Average resp time</strong>: The average time it takes for an agent to respond to messages in a chats.</li>
<li data-list-item-id="ed96491dfe3e2ba78db62f42843de889a">
<strong>Average chat duration</strong>: The average total length of time for chat sessions. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.</li>
<li data-list-item-id="e19e3d0e5ab42b026b0bf495184cfcf1b">
<strong>Acceptance</strong>: The percentage of chats accepted by agents.</li>
<li data-list-item-id="ed0dc6824e4fdc6ccb6f9c0408557048b">
<strong>Satisfaction</strong>: The average satisfaction rating by visitors.</li>
</ul>
<p>The report also shows individual agents ranked by performance metrics, such as those with the most chats, shortest response times, or fewest dropped chats.</p>
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