Use consistent filters to understand chat demand and coverage.
- Open Reports and start with Total chats, Missed chats or Chat availability.
- Choose the date range and available group, agent or channel filters before reading the totals.
- Inspect the trend and breakdown for the same period.
- Compare busy periods with Queued customers and Queue abandonment rather than relying on a single total.
- Open relevant conversations or archives when investigating an unexpected change.
- Save a report view if the same filters will be used regularly.
¶ Check the result and solve problems
Different reports answer different questions and can count different event populations. Align dates, time zones and filters before comparing figures. An empty report is not proof of no customer activity: check access, filters and whether the underlying channel was connected.
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