Average Chat Duration time
The average time taken to complete a chat session with a customer, in minutes.
10 Chat-Based Customer Support KPIs
Chat Abandonment Rate %
The percentage of chat sessions initiated by customers that are ended before a resolution.
Chat Completion Rate %
The percentage of chat sessions that reach a resolution compared to those initiated.
Chat Engagement Rate %
The percentage of website visitors or app users who engage in a chat session.
Chat Resolution Time time
The average time taken to resolve a customer's issue or query during a chat session, in minutes.
Chat Transfers #
The number of times a chat session is transferred from one agent to another.
Chat Volume #
The total number of chat sessions initiated within a given time frame.
Chatbot Resolution Rate %
The percentage of chat sessions handled and resolved solely by chatbots without human intervention.
Concurrent Chats Per Agent #
The average number of chat sessions an agent handles simultaneously.
Missed Chats #
The number of chat sessions initiated by customers that received no response from an agent.