Expanded chat data export

Before, chat data could only be exported using our API methods. Now you can enable a module that allows you to request a monthly export with detailed data from Chat Analytics, including the whole chat content.

This type of export helps you:

• Save time on data collection and analysis;
• Transparently and accurately calculate KPIs for agents and team leads;
• Manage data flexibly with breakdowns by agents, departments, channels, and time periods;
• Optimize support workflows and agent scripts.

The export allows you to analyze:

• Agent performance — average/median first response time, average/median chat handling time (from creation/first response to closure, in hours, minutes, and seconds), and the share of closed/open chats by agent.
• Team workload — total number of requests, growth dynamics, and peak hours.
• Popular topics — tags, frequent questions, and reasons for long chats.
• Customer experience quality — response speed, number of messages, and problematic chats.
• Management reports — performance metrics for departments or individual agents.

The export is provided as a CSV table.

To get the export, send a request to our support team or contact your Success Manager. Before purchasing the module, you can request a test export for one week to get an example.