Measure channel performance: ChatUpdated an hour ago
Who can use this feature?
The Chat tab measures the tickets that come through the Gorgias chat widget, isolated from your other channels. Chat is where customers expect a reply in seconds rather than hours, so use this tab to watch response speed and satisfaction specifically, without your email volume flattening the numbers.
Open the Chat tab
Chat is the second tab of the Channels report.
- From your helpdesk, click the dropdown menu in the top-left corner.
- Select Analytics.
- In the menu, locate Helpdesk performance, then click Channels.
- At the top of the page, click the Chat tab.
Read the metric cards
Each card shows the value for your date range, a badge comparing it to the previous period of equal length, and a small chart over time. Click a card's value to open a drill-down listing the tickets behind it.
Chat tickets created and Average CSAT give you volume and outcome at a glance.
The speed metrics matter most on this channel: First response time is the median time to the first human-agent reply, Median response time is the median across every exchange in the conversation, Resolution time is the median from the customer's first message to the ticket's latest close, and Human response time after AI handoff is the median time from the AI Agent's last message to the first human reply.
The workload metrics are Closed tickets, Open tickets, Tickets replied, Messages received, Messages sent, Messages per ticket, and Ticket handle time, plus One touch tickets and Zero touch tickets.
The SLA metrics are Achievement rate, Tickets with achieved SLAs, and Tickets with breached SLAs.
To change which cards appear, click Edit metrics above them, toggle the metrics you want, and drag them into order.
Use the charts
Chat ticket status and performance metrics is the breakdown chart. Its measures are a Chat ticket status Sankey showing how created chat tickets flowed into inbound and outbound and then into open, reopened, closed, deleted and trashed, or spam; plus Chat tickets created, Average CSAT, Resolution time, First response time, Messages per ticket, Messages sent, Median response time, and Ticket handle time, which you can compare By store.
Chat performance metrics over time plots Chat tickets created, Average CSAT, Resolution time, First response time, Messages per ticket, Closed tickets, Open tickets, Tickets replied, Messages received, Messages sent, Median response time, Ticket handle time, Achievement rate, and a combined Achieved and breached tickets view. Split it Overall, By SLA policy, By store, or By SLA status.
Compare performance in the breakdown table
The Performance breakdown section holds three tables — Agent, Store, and SLAs — selected with the buttons above the table.
Agent and Store open with Chat tickets created, Average CSAT, Resolution time, and First response time. SLAs opens with Achievement rate, Tickets with achieved SLAs, and Tickets with breached SLAs. Every other chat metric is available as a column.
Change the columns in a table
- In the Performance breakdown section, click the button for the breakdown you want.
- Click Edit table.
- Select the columns you want and clear the ones you don't.
- Click Save to keep that column set as your default.
Filter the report
Date and Aggregation are always visible. The date range can span up to 365 days.
Click Add Filter to narrow by Integration, Tag, Agent, Assigned Team, Custom Field, Satisfaction score, Store, or any Auto-QA score.
Save a combination with Save Filters and reapply it from Apply Saved Filter.
Export the data
Use Export at the top right of the report to download the tab as CSV or PDF. Individual charts and tables have their own Export as CSV action in the three-dot menu, which also offers Add to dashboard.
From a drill-down panel, Export gives you the ticket list: Export metadata only for up to 2.5 years of data, or Export with message content for full ticket bodies, limited to one month. We email you a download link once the file is ready. Only leads and admins can export from a drill-down.
FAQ
Why is my chat first response time longer than the widget suggests?
First response time only counts a human agent's reply — an automated greeting or an AI Agent message doesn't stop the clock. If the AI Agent handles the opening and a person takes over later, use Human response time after AI handoff to measure that second leg on its own.
Are chats that no one answered included?
They're included in Chat tickets created and in the ticket status Sankey, but not in First response time, which needs a human reply to measure. Compare Chat tickets created against Tickets replied to size the gap.
Why is there no Sub-channel table on this tab?
Chat has a single source, so there are no sub-channels to split. Email and Social have Sub-channel tables because they cover several underlying channels.
