Chat Reports in MessageHub provide an in-depth look at your conversations, helping you track key metrics like response times, resolution rates, and customer satisfaction. These insights empower you to uncover trends, refine processes, and deliver a better customer experience. This article will break down each section of the reports, explain how to use them effectively, and show you how to turn insights into action..png)
Requirements
An active ClickFunnels account
The MessageHub app
Chat Reports Overview
The Chat Reports section in MessageHub is your go-to place for tracking conversation data and team performance. To access it:
Navigate to the MessageHub app in the left-side menu in your ClickFunnels Workspace.
In the left-hand menu, click on the Chat Reports.
Select the specific report tab you want to explore, such as Overview, Conversations, or CSAT.
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Each tab is tailored to provide unique insights into different aspects of your chat activity. Here's what you’ll find in each one:
Overview: A quick snapshot of open conversations, agent statuses, and traffic patterns throughout the day.
Conversations: Metrics on chat volume, response times, resolution rates, and customer waiting times over a selected period.
CSAT: Detailed customer satisfaction ratings, including response rates and feedback comments.
Agents: Individual agent performance metrics, such as conversations handled, messages sent, and average response and resolution times.
Labels: Performance data grouped by conversation labels to help you track specific topics or issues.
Inbox: Metrics filtered by inbox to analyze team or channel-specific performance.
Team: Individual agent performance stats, such as open and unattended conversations and resolution counts.
Overview Tab
The Overview tab provides a live high-level snapshot of your team’s activity and the overall performance of your conversations. It’s perfect for quickly assessing the current state of your chat system and identifying immediate areas that need attention..png)
Key Metrics in the Overview Tab
Open Conversations: The total number of ongoing conversations, broken down into:
Open: All active conversations currently in progress.
Unattended: Conversations that haven’t received a response from an agent.
Unassigned: Conversations that haven’t been assigned to any agent.
Pending: Conversations waiting for follow-up or action.
Agent Status: Displays the real-time status of your team, including the number of agents:
Online: Actively available to take chats.
Busy: Currently handling chats but unavailable for new ones.
Offline: Not logged in or unavailable.
Conversation Traffic:
A heatmap showing when conversations occur throughout the day, helping you pinpoint peak activity hours and manage staffing effectively.
Conversations by Agent: A list of agents with the number of:
Open conversations they are currently handling.
Unattended conversations assigned to them.
Conversations Tab
The Conversations tab provides a detailed breakdown of your chat activity, helping you track key metrics and measure performance over time. This section is essential for spotting trends, understanding team efficiency, and identifying areas for improvement..png)
Key Metrics in the Conversations Tab
Total Conversations
The total number of chats initiated during the selected time period.
Messages Sent and Received
Tracks the volume of messages exchanged between agents and customers.
First Response Time
The average time it takes for an agent to send the first reply to a customer.
Resolution Time
The average time taken to resolve a conversation from start to finish.
Resolution Count
The number of conversations that were successfully resolved within the selected time frame. This helps you measure how efficiently your team is closing chats.
Customer Waiting Time
The average time customers spend waiting for an agent’s response during a chat.
CSAT Tab
The CSAT (Customer Satisfaction) tab allows you to analyze feedback from customers collected through CSAT surveys. This tab provides key metrics, powerful filters, and detailed response data to help you evaluate team performance and identify areas for improvement.
Important
CSAT reports will only display data if CSAT surveys are enabled in your inbox settings. Ensure surveys are activated to collect and analyze customer feedback.
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At the top of the tab, you’ll find a range of filters to customize your report:
Date Range: Choose from predefined options like Last 7 Days or Last Month, or set a Custom Date Range for specific periods.
Agents: Filter by one or more agents to focus on their individual performance.
Teams: Narrow your data to feedback related to a specific team.
Inbox: View feedback for a particular inbox, such as Sales or Support.
Rating: Filter results by customer sentiment, including Excellent, Good, Average, Fair, or Poor ratings.
Below the filters, the CSAT tab displays key metrics to provide an overview of your customer feedback:
Total Responses: The total number of feedback submissions received during the selected timeframe.
Satisfaction Score: The average satisfaction percentage, calculated as (Positive Ratings ÷ Total Responses) × 100.
Response Rate: The percentage of CSAT surveys that received feedback, calculated as (Feedback Responses ÷ CSAT Survey Requests Sent) × 100.
Emoji Scale: A visual summary showing how customers rated their experience, categorized into Excellent, Good, Average, Fair, or Poor ratings.
Agents Overview Tab
The Agents Overview tab focuses on the performance of individual agents, providing detailed metrics to help you evaluate their activity, response efficiency, and overall impact on customer support. This tab is essential for identifying top performers and coaching agents who may need support..png)
At the top of the tab, use the filters to narrow down the data:
Select Agent: Choose an agent to analyze their individual performance.
Date Range: Select a predefined period, such as Last 7 Days, or set a custom range to focus on specific timeframes.
Business Hours: Enable this toggle to display metrics for conversations handled during your set business hours only.
The Agents Overview tab presents the following key metrics:
Conversations: The total number of conversations handled by the selected agent during the chosen timeframe.
Messages Received: The total number of customer messages received in the conversations handled by the agent.
Messages Sent: The number of responses sent by the agent during the selected period.
First Response Time: The average time it took the agent to reply to the initial customer message.
Resolution Time: The average duration for the agent to resolve conversations they handled.
Resolution Count: The total number of conversations resolved by the agent during the selected period.
Customer Waiting Time: The average time customers waited for responses across conversations assigned to the agent.
Labels Overview Tab
The Labels Overview tab helps you analyze the performance of conversations associated with specific labels. It provides valuable insights into how different categories of issues are being handled, enabling you to identify trends, prioritize resources, and optimize workflows..png)
At the top of the tab, you can use filters to narrow down your data:
Select Label: Choose a specific label, such as "Billing" or "Technical Support," to focus on conversations tagged with that label.
Date Range: Select a predefined range (e.g., Last 7 Days) or set a custom time period.
Business Hours: Toggle this on to only include data from conversations handled during your set business hours.
The Labels Overview tab displays key metrics related to conversations tagged with the selected label:
Conversations: The total number of conversations assigned the selected label during the chosen timeframe.
Messages Received: The total number of incoming messages from customers within labeled conversations.
Messages Sent: The total number of replies sent by agents in those conversations.
First Response Time: The average time it took for agents to respond to the first message in labeled conversations.
Resolution Time: The average time to resolve issues within conversations tagged with the selected label.
Resolution Count: The total number of labeled conversations marked as resolved.
Customer Waiting Time: The average time customers waited for replies in conversations tagged with the selected label.
Inbox Overview Tab
The Inbox Overview tab allows you to monitor performance metrics specific to individual inboxes, giving you insights into how efficiently each team or department is handling conversations. This tab is ideal for comparing inbox activity and identifying areas that need improvement..png)
At the top of the tab, you can customize your view using the following filters:
Inbox: Select a specific inbox, such as Sales, Support, or any other department, to analyze its performance.
Date Range: Choose from options like Last 7 Days, Last Month, or set a custom date range to focus on specific periods.
Business Hours: Toggle this option on to filter metrics based only on conversations that occurred during your set business hours.
The metrics displayed in the Inbox Overview tab include:
Conversations: The total number of conversations handled by the selected inbox during the chosen period.
Messages Received: The total number of messages received from customers in that inbox.
Messages Sent: The total number of responses sent by agents through the inbox.
First Response Time: The average time taken by agents to send the first reply to a customer.
Resolution Time: The average time it takes to resolve conversations within the inbox.
Resolution Count: The total number of conversations resolved during the selected time frame.
Customer Waiting Time: The average time customers spend waiting for responses across all conversations.
Team Overview Tab
The Team Overview tab provides a performance summary for specific teams, enabling you to evaluate how groups of agents are handling conversations and delivering customer support. This tab is particularly useful for comparing team performance, balancing workloads, and identifying areas for team-wide improvements..png)
At the top of the tab, you’ll find the following filters to customize your view:
Select Team: Choose a specific team to analyze their collective performance.
Date Range: Select a predefined time period (e.g., Last 7 Days, Last Month) or set a custom range to focus on specific durations.
Business Hours: Enable this toggle to filter metrics based only on conversations handled during your defined business hours.
The Team Overview tab displays the following metrics, calculated collectively for the selected team:
Conversations: The total number of conversations handled by the team during the selected timeframe.
Messages Received: The total number of messages sent by customers to the team.
Messages Sent: The total number of replies sent by the team during the chosen period.
First Response Time: The average time it took team members to send their first reply in conversations.
Resolution Time: The average time it took the team to resolve conversations.
Resolution Count: The total number of conversations resolved by the team.
Customer Waiting Time: The average time customers waited for responses across all team-managed conversations.
Downloading Reports
Downloading reports in MessageHub is quick and easy. On most tabs in the Chat Reports section, you’ll find a Download Report button in the top-right corner of the page.
To download a report:
Navigate to the desired tab (e.g., Conversations, CSAT, Labels, Inbox, Agents, or Team).
Click the Download Report button in the top-right corner.
The report will be downloaded immediately in a CSV format.
You can use these CSV files for offline analysis or to share insights with your team.
Note
Overview Tab does not include a download option, so reports cannot be exported from this tab.