Chat Report

The Chat report is all about seeing volume, efficiency, and team productivity when using Beacon with live chat over time. If you don’t see the chat report, it means you aren’t using Beacon. Set up a chat-enabled Beacon and give it a spin! Check out Reports: Chat for the scoop on how these metrics are calculated.

Third party chat integrations will show a count in the All Channels - Volumes by Channel report as chats, but will not be included in the Chat report. These metrics are available only for chats via Beacon.

Note: The reporting endpoints are only available to Plus and Pro plans.

Request

GET /v2/reports/chat HTTP/1.1
Authorization: Bearer oauth_token

URL Parameters

Parameter Type Examples Description
start date start=2019-05-02T12:00:00Z
 Start of the interval
end date end=2019-06-02T12:00:00Z
 End of the interval
previousStart date previousStart=2019-04-02T12:00:00Z
 Start of the previous interval
previousEnd date previousEnd=2019-05-02T12:00:00Z
 End of the previous interval
mailboxes number mailboxes=123
mailboxes=123,567
 List of comma separated ids to filter on mailboxes
tags number tags=99787
tags=5666,99787
 List of comma separated ids to filter on tags
folders number folders=991
folders=991,992
 List of comma separated folder ids to filter on folders
officeHours boolean officeHours=true
 Whether to take office hours into consideration in the report (defaults to false); office hours must be enabled if true is passed, otherwise the default of false will be used

Response

HTTP/1.1 200 OK
Content-Type: application/hal+json

{
  "current" : {
    "startDate" : "2019-03-01T12:00:00Z",
    "endDate" : "2019-04-01T12:00:00Z",
    "volume" : {
      "chatConversations" : 255,
      "completedChats" : 243,
      "missedChats" : 12,
      "chatsPerDay" : 8.225806
    },
    "responses" : {
      "waitTime" : 37,
      "responseTime" : 0
    },
    "resolutions" : {
      "messagesPerChat" : 16.84252,
      "duration" : 927
    }
  },
  "previous" : {
    "startDate" : "2019-02-01T12:00:00Z",
    "endDate" : "2019-03-01T12:00:00Z",
    "volume" : {
      "chatConversations" : 212,
      "completedChats" : 206,
      "missedChats" : 5,
      "chatsPerDay" : 7.571429
    },
    "responses" : {
      "waitTime" : 37,
      "responseTime" : 66
    },
    "resolutions" : {
      "messagesPerChat" : 15.898551,
      "duration" : 935
    }
  },
  "deltas" : {
    "volume" : {
      "chatConversations" : 20.283018,
      "completedChats" : 17.961164,
      "missedChats" : 140.0,
      "chatsPerDay" : 8.642727
    },
    "responses" : {
      "waitTime" : 0.0,
      "responseTime" : -6.060606
    },
    "resolutions" : {
      "messagesPerChat" : 5.937453,
      "duration" : -0.85561496
    }
  },
  "waitTime" : {
    "count" : 238,
    "previousCount" : 196,
    "ranges" : [ {
      "id" : 1,
      "count" : 199,
      "percent" : 83.61345,
      "previousCount" : 160,
      "previousPercent" : 81
    }, {
      "id" : 2,
      "count" : 30,
      "percent" : 12.605042,
      "previousCount" : 33,
      "previousPercent" : 16
    }, {
      "id" : 3,
      "count" : 9,
      "percent" : 3.7815125,
      "previousCount" : 3,
      "previousPercent" : 1
    }, {
      "id" : 4,
      "count" : 0,
      "percent" : 0.0,
      "previousCount" : 0,
      "previousPercent" : 0
    }, {
      "id" : 5,
      "count" : 0,
      "percent" : 0.0,
      "previousCount" : 0,
      "previousPercent" : 0
    } ]
  },
  "responseTime" : {
    "count" : 237,
    "previousCount" : 183,
    "ranges" : [ {
      "id" : 1,
      "count" : 150,
      "percent" : 63.291138,
      "previousCount" : 103,
      "previousPercent" : 56
    }, {
      "id" : 2,
      "count" : 62,
      "percent" : 26.160337,
      "previousCount" : 61,
      "previousPercent" : 33
    }, {
      "id" : 3,
      "count" : 25,
      "percent" : 10.548523,
      "previousCount" : 18,
      "previousPercent" : 9
    }, {
      "id" : 4,
      "count" : 0,
      "percent" : 0.0,
      "previousCount" : 1,
      "previousPercent" : 0
    }, {
      "id" : 5,
      "count" : 0,
      "percent" : 0.0,
      "previousCount" : 0,
      "previousPercent" : 0
    } ]
  },
  "messagesPerChat" : {
    "count" : 254,
    "previousCount" : 207,
    "ranges" : [ {
      "id" : 3,
      "count" : 87,
      "percent" : 34.25197,
      "previousCount" : 61,
      "previousPercent" : 29
    }, {
      "id" : 2,
      "count" : 60,
      "percent" : 23.622047,
      "previousCount" : 40,
      "previousPercent" : 19
    }, {
      "id" : 4,
      "count" : 44,
      "percent" : 17.322834,
      "previousCount" : 37,
      "previousPercent" : 17
    }, {
      "id" : 5,
      "count" : 35,
      "percent" : 13.779528,
      "previousCount" : 23,
      "previousPercent" : 11
    }, {
      "id" : 1,
      "count" : 28,
      "percent" : 11.0236225,
      "previousCount" : 46,
      "previousPercent" : 22
    } ]
  },
  "duration" : {
    "count" : 238,
    "previousCount" : 196,
    "ranges" : [ {
      "id" : 3,
      "count" : 73,
      "percent" : 30.67227,
      "previousCount" : 49,
      "previousPercent" : 25
    }, {
      "id" : 2,
      "count" : 54,
      "percent" : 22.689075,
      "previousCount" : 49,
      "previousPercent" : 25
    }, {
      "id" : 1,
      "count" : 43,
      "percent" : 18.067226,
      "previousCount" : 40,
      "previousPercent" : 20
    }, {
      "id" : 4,
      "count" : 35,
      "percent" : 14.705882,
      "previousCount" : 28,
      "previousPercent" : 14
    }, {
      "id" : 5,
      "count" : 33,
      "percent" : 13.865546,
      "previousCount" : 30,
      "previousPercent" : 15
    } ]
  }
}

Response fields

Path Type Description
current Object Statistics about chats for the current time range
previous Object Statistics about chats for the previous time range; only included if a previous time range was specified
deltas Object Statistics showing chat statistics changed between two time ranges; only included if a previous time range was specified
messagesPerChat Object The average number of messages per chat
responseTime Object The average amount of time a customer spends waiting between chat messages
waitTime Object The average amount of time a customer spends waiting for an agent to accept their chat
duration Object The average time between visitors being connected with a Help Scout User and the chat being ended by either party

Response fields

Path Type Description
startDate String Start of the range
endDate String End of the range
volume.chatConversations Number Total chat conversations, including missed and completed chats, as well as chat integrations
volume.completedChats Number Chat conversations that were accepted and eventually ended by either the Help Scout User or the visitor
volume.missedChats Number Chat conversations that were accepted and eventually ended by either the Help Scout User or the visitor
volume.chatsPerDay Number Average chats per day, including both missed and completed chats
responses.waitTime Number The average amount of time visitors waited between choosing the Chat option in Beacon and being connected with a Help Scout User
responses.responseTime Number The average amount of time a customer spends waiting between chat messages
resolutions.messagesPerChat Number The average number of messages per chat
resolutions.duration Number The average number of messages per chat

Wait Time Range Identifiers

ID Category
1 <1 min.
2 1-2 min.
3 2-10 min.
4 10-20 min.
5 > 20 min.

Response Time Range Identifiers

ID Category
1 <1 min.
2 1-2 min.
3 2-5 min.
4 50-10 min.
5 > 10 min.

Messages Per Chat Range Identifiers

ID Category
1 <5
2 5-10
3 10-20
4 20-30
5 > 30

Duration Range Identifiers

ID Category
1 <5 min.
2 5-10 min.
3 10-20 min.
4 20-30 min.
5 > 30 min.
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