FAQs in this section
What is Chat Insights?
What is the use of Chat Insights?
From where does Chat Insights pull up the information?
How do I go to Chat Insights?
Is the Chat Insights module available with the Free edition?
How do I change the metrics on the Chat Insights page?
How do I use filters in Chat Insights?
How do I save a widget as an image?
I see three sets of information in one widget. How can I view only one set?
What are the five blocks of information below the filters section?
What is the 'Conversations by day' widget?
What is the 'Conversations by hour' widget?
What is the 'Hourly response time with number of conversations' widget?
What is the 'Response time by agent' widget?
What is the 'Agent Chat Volume' widget?
What is the 'Chat duration by agent' widget?
What is the 'Customer Satisfaction' widget?
What is the 'Customer Feedback' widget?
My responded conversations shows 34% in green with an up arrow. What does this mean?
The Missed Conversations percentage shows 164% in red with an up arrow. What does this mean?
My average chat rating shows 1% in green with an up arrow. What does this mean?
My average chat rating shows 5% in green with a down arrow. What does this mean?

My chat duration shows 27% in red with a down arrow. What does this mean?

The chat duration has decreased by 27% when compared to the previous time range. This is not good news because the shorter the chat, the better the experience. Hence the arrow is in red.
To know more about Chat Insights, click here.
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