--- title: Chat Channel Report slug: contact-center/chat-channel-report docTags: createdAt: 2025-10-22T04:26:20.643Z --- ### 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% | | WhatsApp | 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.