Chat Report

See in the Notfy Chat Report the conversations in the period, response time, same-day resolution, agent performance and the breakdown by channel.

The Chat Report summarizes the team’s service in a period: how many conversations, how fast the team replies, what each agent sent and which channels the conversations came from.

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When to use

Use it in results meetings to assess response speed, compare agents and understand which channel generates the most conversations.

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Generate the report

1. Open the Report Center

   Reports menu, Report Center.

2. Select Chat Report

   In the Report field.

3. Enter the period

   Fill in Start date and End date. Without dates, the report considers the entire history.

4. Generate the file

   Click Generate PDF, Export CSV or Send by email. See Reports.

This report filters only by period. There is no filter by agent, channel or department: the breakdown by agent and by channel already comes inside the report.

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What the report shows

Section	Content
Active Conversations	Total conversations in the period.
Response Time	Average time to the team’s first response, in minutes or hours.
Same-Day Resolution	Among finished conversations, the percentage closed on the same day it started.
Total Messages	Messages exchanged in the period.
Agent Performance	For each agent, Sent and Avg. Response Time (average first response time).
Service Channels	Conversations and percentage by channel.
Recent Conversations	The 15 most recent conversations, with Protocol, Customer, Channel, Status and Last Interaction.

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How to use the numbers

• High response time: review the schedule at peak hours or use message templates for frequent replies.
• Agents with few sends: check the queue distribution.
• Dominant channel: focus promotion on the channel that brings the most conversations.

To see the volume by hour of day and the AI-to-human transfer rate, use the Chat view of the Dashboard.

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See also

Chat

The service screen that generates this data.

Dashboard

Volume by hour and conversations by channel.

Lead Report

Cross-check with funnel conversion.