As far as I can tell there is not currently a way to see how many chats are coming in per hour, unless every chat is first converted to a ticket. Unfortunately, they are not all turned into tickets. I would like to request a separate chat report that allows an hour by hour breakdown by customer service agent.
This something I would like to see as well. If we're given a live readout of tickets created per hour, why not have chats as well? This would really help to determine when and how many agents should be available at any given time.
1 person likes this
over 2 years ago
Freshchat has replaced the traditional live chat as a powerful alternative. There are quite a lot of features available in Freshchat to add more to the modern messaging style interface. With the Helpdesk performance report, you'd be able to find the trend of incoming vs resolved chats in the helpdesk over a specific time range.
about 1 year ago
Please advise on how can I view the number of incoming chats on hourly basis
7 months ago
Would love to be able to see how many chats come in on an hourly basis so that I can allocate staff effectively and make sure we're not missing customer queries.
Customers are expecting 24h support these days but without this data it'll be trial and error placing people on certain shifts.
about 1 month ago
I don't see how this feature isn't available. There is absolutely no way to find hourly arrival patterns for chat, this is a key requirement for any real chat solution.
Before someone suggests I use ticket creation times where the source is chat, that isn't accurate firstly and what if I don't create a ticket or append to an existing ticket.
I at least thought I would be able to get an export or raw data and do this myself in Excel but I'm told I can't even get a full export of chat interactions data.
This issue is marked as resolved but it does not answer the request in any way.