Chat trend reports allow you to visualize how your chat operations are performing over time — helping you optimize staffing, responsiveness, and workflow.

📊 How to Access Chat Trend Reports:

• Go to Reporting > Wait Time / Transfers / Availability
• Use the top tabs or dropdown to switch between metrics:
• Wait Time
• Chat Transfers
• Operator Availability
• Select a date range to filter the graph data

📈 Report Types:

Wait Time

• Average time customers wait before receiving a first response

Chat Transfers

• Number of chats moved between operators or departments

Operator Availability

• Logs when operators are online or offline and for how long

These visual reports help with identifying peak hours, bottlenecks, and gaps in agent coverage.