The General Chat Traffic report, located in the new reporting module, lets you monitor all chat traffic in your customer service operations in detail. You can view performance metrics such as incoming, queued, answered, or timed-out chats for a selected date range on a single screen.
Menu path: Reporting > Chat > General Chat Traffic
Purpose and features
The report enables you to analyze the operational load of your chat interactions. You can generate it for a specific date or date range using the Date Filter.
Columns
Column | Description |
Date | The date of the relevant day. |
Incoming Chats | The total number of chats received by the system. |
Queued Chats | The number of unique chats that entered the queue. |
Total Queue Entries | The total number of queue entries, including cases where a chat re-enters the queue due to transfer or park scenarios within the same chat flow. |
Answered Chats | The number of queued chats that were answered by agents. |
Timeout Chats | The number of queued chats that were not answered within the designated time limit. |
Rejected Chats | The number of queued chats that were rejected by agents. |
Total Duration | The total time difference between the start and end times of all chats. |
Logged In Agents | The total number of agents who logged in to the system on the given date. |
Available Users, Admins, Supervisors, Agents, Reporting | The distribution of users logged in to the system by role. |
With this column structure, you can clearly monitor both the overall operational load and the workload by user role.
Benefits
The General Chat Traffic report allows call center or customer support teams to evaluate both real-time and historical performance:
Operational efficiency tracking: Enables performance and workload analysis based on the number of incoming and answered chats.
Time management and quality control: The ratio of timed-out or rejected chats provides key insights into agent workload and service quality.
Resource planning: Daily or weekly analysis of agent numbers and availability rates helps optimize shift planning.
Managerial visibility: Reporting users can monitor team performance in real time and export report outputs for use in meetings or audit processes.
Generating the report
Go to Reporting > Chat > General Chat Traffic.
Select the desired date or date range using the date filter.
Note: Reports cannot be generated for the same day.
The report columns are listed on the screen automatically.
Export the report if needed.
