Charts and Reports

With Chime for XMPP, you can quickly render, download, and export many types of charts and reports about the conversations that have taken place within Chime.

  • Both managers and admins have the ability to view system level and queue level charts and reports.
  • Managers can only view charts and reports for the queue or queues they are responsible for managing.
  • Admins can view charts and reports for any and all queues within the entire system.

System Level (Click the Chart Name for a screen shot of an example)

Chart Name Chart Description Chart Type
Abandoned Chat Percent by Queue Shows the percent of abandoned chats vs accepted chats for a queue Split Bar Graph
Abandoned Chat Count by Queue with Ignore Interval Shows the abandoned chats count with wait time more than 1 min vs wait time less than 1 min by queue Split Bar Graph
ASA by Agent Average Speed to Answer by agent Bar Graph
ASA by Queue Average Speed to Answer by queue Bar Graph
Average Chat Duration by Agent Average total time spent in each chat by an agent Bar Graph
Average Chat Duration by Queue Average total time spent in each chat by an agent Bar Graph
Average Chat Duration (Concurrent Chat Session) by Agent Average total time spent in each chat by all agents in a queue Bar Graph
Average Chat Duration (Concurrent Chat Session) by Queue Average chat duration of all agents in the queue while being in concurrent chat sessions Bar Graph
Average Chat Duration (Concurrent Chat Session with ACW) by Agent Average chat duration of all agents in After Chat Work mode from one chat while on a concurrent chat Bar Graph
Average Chat Duration (Concurrent Chat Session with ACW) by Queue Average chat duration of all agents in the queue spent in a concurrent chat session while in After Chat Work mode Bar Graph
Average Chat Duration Over Time Average chat duration, including wait time, per day or month Bar Graph
Average Chat Duration (With ACW) by Agent Average chat duration of each agent while in After Chat Work mode Bar Graph
Average Chat Duration (With ACW) by Queue Average chat duration of all agents in each queue while in After Chat Work mode Bar Graph
Average Chat Duration (With ACW) Over Time Average chat duration, including wait time, of all agents in each queue per day or month Bar Graph
Average Time Spent in ACW by Agent Average time spent in After Chat Work mode after each chat has ended per agent Bar Graph
Chat Details for One Day Shows chat details in one day for all queues Table Chart
Connected vs Unconnected Shows the total number of both connected and unconnected chats for all combined queues per day or month Line Graph
Connected vs Unconnected by Queue Shows the total number of both connected and unconnected chats for each queue per day or month Bar Graph
Concurrent Chat Percent by Agent Percentages of concurrent chats vs. single chats for each agent Split Bar Graph
Concurrent Chat Percent by Queue Percentages of concurrent chats vs. single chats of all agents for each queue Split Bar Graph
Conversations by Agent Total number of conversations for each agent Bar Graph
Declined Ignored Count by Agent Total number of ignored chats vs. declined chats for each agent Split Bar Graph
Declined Ignored Count by Queue Total number of ignored chats vs declined chats of all agents for each queue Split Bar Graph
Dropped Over Time Total number of dropped chats per day or month Line Graph
Inbound Chats By Queue Total number of inbound chats for each queue Bar Graph
Inbound vs Answered Total number of inbound chats vs. answered chats per day or month Line Graph
Number of Connected Chats Total number of connected chats Line Graph
Number of Inbound Chats Total number of inbound chats Line Graph
Total Chat Duration by Agent Total time spent in chat per agent Bar Graph
Total Chat Duration by Queue Total time spent in chat of all agents in each queue Bar Graph
Total Chat Duration (With ACW) by Agent Total chat duration with After Chat Work mode for each agent Bar Graph
Total Chat Duration (With ACW) by Queue Total chat duration with After Chat Work mode for all agents in each queue Bar Graph
Transferred Chats by Queue Total number of chats transferred by queue Bar Graph
Transferred Chats Over Time Total number of chat transferred in a period of time by queue Line Graph
Transferred Chats Received by Queue Total number of transferred chats received by queue Bar Graph
Transferred Chats vs Incoming Chats Percent by Queue Shows the percent of transferred chats vs inbound chats per queue Split Bar Graph

Queue Level (Click the Chart Name for a screen shot of an example)

Chart Name Chart Description Chart Type
Abandoned Chats Shows chat statistics for chats that were abandoned by a seeker in a queue Table Chart
Agent Discovery Allows you to search by agent and display their chats in a queue Table Chart
All Chats Shows all types of chats that went through a queue in a given day Table Chart
ASA Over Time Average Speed to Answer for all agents in specified queue Line Graph
Average Chat Duration Average chat duration for all agents in specified queue Line Graph
Average Chat Duration (With ACW) Average chat duration including After Chat Work for all agents in specified queue Line Graph
Chat Statistics Shows statistics of chats in a queue, such as total chats, answered %, average wait time, etc. Table Chart
Chat Statistics for One Day Shows one day of statistics of chats in a queue, such as total chats, answered %, average wait time, etc. Table Chart
Dropped Over Time Total number of dropped chats in specified queue Line Graph
Number of Connected Chats Total number of connected chats in specified queue Line Graph
Number of Inbound Chats Total number of inbound chats in specified queue Line Graph
Inbound vs Answered Total number of inbound vs. answered chats in specified queue Line Graph
ASA by Agent Average Speed to Answer for each agent in specified queue Bar Graph
Average Chat Duration by Agent Average chat duration for each agent in specified queue Bar Graph
Average Chat Duration (With ACW) by Agent Average chat duration including After Chat Work for each agent in specified queue Bar Graph
Conversations by Agent Total number of conversations for each agent in specified queue Bar Graph
Declined Ignored Count by Agent Total number of declined and ignored for each agent in specified queue Bar Graph
Seeker by Email Shows all seekers by email who have entered a queue Table Chart
Text Discovery Allows you to search by words used in a chat in a queue Table Chart
Total Chat Duration by Agent Total chat duration for each agent in specified queue Bar Graph
Total Chat Duration (With ACW) by Agent Total chat duration including After Chat Work for each agent in specified queue Bar Graph
Total Chats Transferred by Agent Total number of chats transferred by an agent in a queue Bar Graph