9bx Connect
Chat analytics
How your chats are going: volume, speed, quality and the AI assistant.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
Managers use it to check whether customers wait too long, whether the bot helps, and how busy each agent is.
Who can use it
Users with the Chat analytics permission.
Where to find it
Chat & Messaging → Chat settings → Chat analytics
The screen explained
Summary tiles, chats per day and the agent table.
| Item | Meaning |
|---|---|
| Last N days | The period. |
| All teams | Limits the figures to one team. |
| Chats | Number of chats in the period. |
| First response | How long customers wait for a first reply. |
| Resolution time | Time from start to resolve. |
| Queue wait | Time spent waiting for an agent. |
| Missed | Chats nobody answered. |
| Solved by bot | Chats the chatbot or AI finished alone. |
| Agent utilisation | How full agents' capacity was. |
| N ratings | Number of customer ratings behind the score. |
| Chats per day | Daily bar chart. "Nothing in this period" if empty. |
| AI assistant | Questions, Answered, Marked helpful, Marked not helpful. |
| Agent table | Agent and Chats for each person. |
Tasks
Review last week
- Open Chat analytics.
- Choose Last 7 days and a team.
- Compare First response with your target in Chat settings.
Example scenario
Missed rises on Fridays. The manager adds an evening shift to the Support team in Teams and agents.
Tips
- A low Marked helpful count means your Knowledge base needs better articles.
Troubleshooting
Everything shows zero. No chats happened in the period, or live chat is off.