Chat Channel Report
Overview
The Chat Channel Report provides a comprehensive summary of chat interactions across different communication channels within a campaign.
In an omnichannel contact center, it is critical to understand which channels (such as Web Chat, WhatsApp, Facebook Messenger, etc.) are most active and how effectively agents are engaging customers on each of them.
This report enables contact center leaders and supervisors to monitor chat distribution by channel, identify high-traffic touchpoints, and assess agent performance across multiple queues and campaigns.
Purpose
Use this report to:
- Identify which channels generate the highest chat traffic.
- Evaluate agent responsiveness and service efficiency per channel.
- Analyze missed chats, wait times, and customer satisfaction trends.
- Optimize resource allocation across chat queues and campaigns.
Report Fields
Column Name | Data Type | Definition |
|---|---|---|
Setup ID | String | (Only for Central ART Setup) – Displays the Setup ID of the Ameyo Server managing chat communication. |
Setup Name | String | (Only for Central ART Setup) – Displays the unique name of the Ameyo Server handling the chat sessions. |
# | Number | Denotes the row number for each entry in the table. |
Campaign Name | String | Name of the campaign under which the chat interaction occurred. |
Campaign ID | String | Unique identifier of the campaign in which the chat interaction was handled. |
Channel Name | String | Name of the chat channel through which the customer initiated the conversation (e.g., Web Chat, WhatsApp, Messenger, SMS). |
Queue Name | String | Name of the queue where the chat interaction was received. |
Queue ID | String | Unique identifier of the queue handling the chat. |
Total Chat Received | Number | Total number of chat requests received within the queue. |
Total Chat Served | Number | Total number of chat sessions successfully handled by agents. |
Total Chat Missed | Number | Total number of chat sessions that were not served (missed) by any agent within the campaign. |
Total Chat Missed in Queue | Number | Number of chats missed within the specific queue. |
Total Chat Missed by the Agent | Number | Number of chats missed or not attended by individual agents in the queue. |
Unique Customers Connected | Number | Total number of unique customers whose chats were successfully served. |
Unidentified Customers Connected | Number | Total number of chats handled with unidentified customers (where customer ID was not available). |
Avg. Queue Wait Time | Duration | Average waiting time for chats before being picked up by an agent in the queue. |
Avg. FRT (First Response Time) | Duration | Average time taken by agents to send the first response to incoming chats in the queue. |
Avg. Duration of Chat | Duration | Average total duration of all chat sessions handled during the reporting interval. |
Feedback Rating (%) | Number | Average of all customer feedback ratings received for chats handled through the channel. |
% of Total Chat Traffic | Percentage | Proportion of total chat volume handled by this channel compared to overall chat traffic. |
Top 1st Disposition Code | String | The most frequently used disposition code for chats closed through this channel. |
Top 1st Disposition % | Percentage | Percentage of chats closed using the top disposition code. Formula: (Chats with Top 1st Disposition ÷ Total Chats Offered) × 100 |
Top 2nd Disposition Code | String | The second most frequently used disposition code for chats. |
Top 2nd Disposition % | Percentage | Percentage of chats closed using the second most used disposition code. |
Top 3rd Disposition Code | String | The third most frequently used disposition code for chats. |
Top 3rd Disposition % | Percentage | Percentage of chats closed using the third most used disposition code. |
How to Interpret the Report
- Channel Name helps determine which digital platforms (e.g., WhatsApp vs. Web Chat) generate the most engagement.
- Chat Missed Metrics indicate potential staffing gaps or delayed agent responses.
- Average FRT (First Response Time) reflects responsiveness — a critical measure of chat service efficiency.
- Average Queue Wait Time reveals how long customers wait before an agent responds.
- Disposition Codes highlight the most common chat outcomes, such as “Resolved,” “Follow-Up,” or “Callback Required.”
- Feedback Rating (%) shows customer satisfaction trends per channel.
Example
Channel Name | Total Chats Received | Chats Served | Avg. FRT | Avg. Duration | Feedback Rating (%) | % of Total Traffic |
|---|---|---|---|---|---|---|
Web Chat | 342 | 328 | 22s | 4m 10s | 4.6 | 48% |
267 | 259 | 18s | 5m 05s | 4.8 | 37% | |
Facebook Messenger | 104 | 97 | 27s | 3m 44s | 4.4 | 15% |
Interpretation:
- WhatsApp yields the highest satisfaction and fastest response times — a strong performing channel.
- Web Chat handles the largest volume but may need optimization to reduce response delay.
- Messenger volume is low but consistent, useful for targeted engagement campaigns.
Key Insights
Metric | What It Indicates |
|---|---|
% of Total Chat Traffic | Channel utilization — identifies which platforms generate most customer interactions. |
Avg. Queue Wait Time | Customer waiting experience before engagement. |
Avg. FRT | Agent responsiveness to incoming chats. |
Avg. Chat Duration | Complexity and nature of conversations handled per channel. |
Feedback Rating (%) | Customer satisfaction per channel. |
Top Disposition Codes | Most frequent chat outcomes — useful for quality analysis and training focus. |
Best Practices
- Use this report to balance workload across heavily and lightly used channels.
- Track FRT and Queue Wait Time to maintain SLAs across all channels.
- Identify channel-specific performance gaps and reallocate staffing accordingly.
- Monitor top disposition codes to understand recurring reasons for chat closure.
- Correlate feedback ratings with specific channels to refine your omnichannel engagement strategy.