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Chat Platform with Real Time Analytics and Reporting

AI Chat based reports for your help desk to detect support trends and solve employee issues.

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Data Collection

Create custom chat workflows to monitor AI based chat services and agent interactions. Chat analytics are captured at a session level and available for real time reporting and analytics

Reporting API

Securely access help desk data in JSON or CSV formats and visualize in your preferred tools, including Power BI, for clear insights.

Manage Reports

Manage custom reports to capture what matters most to your business. Generate bar graphs, line graphs, pie charts and more.

Built-in Reports

Access more than 90 ready-to-use reports. Gain insights into agent performance, user feedback, and more.

Data Collection

How It Works

Custom Data In Adaptive Cards

Step 1

Build a Custom Form to Collect Any Data Within Your Chat Workflow

JS In Chat Workflows

Step 2

Process Form Data With JavaScript Within your Chat Workflow

The integration of JavaScript in your chat workflow allows you to:

  • Update chat session metadata

  • Integrate with ServiceNow and all ITSMs

  • Add complex logic to your chat workflow

 

Custom Reports - Enquiry Type

Step 3

Create and Generate Reports Based on Custom Data You Collected

Set Custom Report Title

Set Custom Report Title, Categories and Chart Type

Use SQL Syntax In Reports

Use SQL Syntax to Access Any Custom Session Data

Integrated Chart JS Options

Customize Integrated ChartJS Chart Options

Reporting API

Unique API Key for Each User

Get your own API key for a secure and straightforward data access.

Reporting API Key
Interactive API Playground
Use our built-in UI for hands-on experimentation. Play with the reporting API, see its functions, and generate sample code.
Reporting API Playground Page

Manage Reports

Get list of all reports within your tenant from the Manage Report UI. And Edit, View, Search any reports.

Report Definitions Page


Basic Details Report

Report - Basic Details (Table)-1


Connected Inbound Chats

Report - Connected Inbound Chats (Bar)


Conversations By Agent

Report - Conversations By Agent (Bar)


Inbound vs Connected Chats By Date

Report - Inbound vs Connects Chats by Date (Bar)

 

Discover More Chime’s Built-in Help Desk Reports - Provide Service Desk Managers with Information and Metrics

Basic Stats Reports

  • Abandoned Over Time

  • Basic Details

  • Chats by Agent List - Total vs Accepted

  • Chats by Locale

  • Chats Inbound

  • Inbound Over Time

  • Inbound vs Connected Chats by Date

  • Number of Inbound Chats by Date

  • Timed Out Over Time

  • Web vs Teams Chats

Agent Performance Reports

  • Accepted vs Ignored by Agent

  • Chats by Agent List - Total vs Accepted

  • Connected to Agent by Date

  • Conversations by Agent

Performance Metrics

  • Chat Resolution by Type

  • Deflected Chats by Reason

  • Deflected Chats Over Time

  • Guest Rating

  • Guest Rating and Comments

And more…

Manage Report Usage

Use the Report Usage Dashboard to track and manage report requests made through both the user interface (UI) and the API.

Admin - Report Usage Dashboard