Chat Reporting

Agents and supervisors use chat reports to view and monitor chat activity.

Chat reports are available in Public Reports/Service/Chat Reports and include real-time reports that are refreshed at a default rate of fifteen seconds or less, and a chat audit report. You can view the reports and, with appropriate permissions, edit them inline or delete selected chats. Reports that can be edited or have chats deleted must include first name, last name, email, IP address, or subject fields.

For editing a chat report inline, the report must have inline editing enabled, automatic saving of inline edits enabled, and your profile must include Edit permission for chats.

For deleting a selected chat, the report must have the delete command enabled and your profile must include Delete permission for chats. You can only delete one chat at a time. When chats are deleted, they will no longer display on the Chat Conversion by Agent report.