Chats

View and filter detailed reports on handled chats, with export options and analysis by period, department, agent, channel, and other criteria.

Path: Go to the left menu > Data > Analytics > Chats

Date range filters: Set the date range using the "Start date" and "End date" fields. Example: select from 01/07/2025 to 10/07/2025 to analyze chats for that period.

Date shortcuts: Use options like "Today", "Yesterday", "Last 3 days", "Last 7 days" and "This week" to filter quickly.

Departments: Select one or more departments to view only the related chats . Example: check "Support" to see only chats from that department.

Agents: Choose specific agents to analyze individual performance. Example: select "Rafael" to see only the chats handled by him.

Code: Filter by ticket code, useful for quickly locating a specific ticket.

Name: Search by the customer's name.

Email: Filter by the customer's email to find all chats related to a contact.

Channel: Choose the service channel, such as "Webchat", "WhatsApp" or "All". Example: select "WhatsApp" to see only chats from that channel.

Filter button: After setting the filters, click to apply and view the results.

Export data: Export results in CSV/Excel format for external analysis. Example: generate a report to present in meetings.

Results: See the number of chats found according to the filters applied.

Results table: Displays columns such as Code, Date/Time, Channel, Name and Email. Example: quickly identify when and through which channel a ticket was handled.