# Chat & Agent Performance

### Overview

Zaapi’s analytics dashboard provides deep insights into chat and agent performance, helping you monitor response times, resolution rates, and customer engagement. Track key metrics like **average response time**, **number of active contacts**, and **number of missed chats** to optimize support efficiency. With real-time data and historical trends, you can identify areas for improvement and ensure a seamless customer experience.

<figure><img src="https://3192879026-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLCz35HGsZaSVs8jhhqnk%2Fuploads%2F28im0OQCc5oUHXZgRaFB%2FScreenshot%202568-03-13%20at%2013.52.30.png?alt=media&#x26;token=2309ffbf-e873-4ee5-96f6-87ce1de61c15" alt=""><figcaption></figcaption></figure>

***

### Chat performance metrics

{% hint style="info" %}
***General rules:***

* This dashboard includes all messages received both inside & outside of business hours
* It also includes messages sent on the native platform (except for LINE OA)
  {% endhint %}

**New vs Returning Contacts**

* The number of unique customers messaging for the first time in the last 24 hours vs. those who have messaged before in any rolling 24-hour period.
  * For example, if Customer A messaged yesterday and again today, they would count as 2 returning chats.

**Active Contacts**

* The number of unique customers you have sent a message to or received a message from.

**12-Hr Missed Chats**

* The number of chats assigned to you that you failed to respond to within 12 hours.

**Avg. 12-Hr Response Rate**

* The percentage of assigned chats you responded to within 12 hours.

**Avg. 10-Min Response Rate**

* The percentage of assigned chats you responded to within 10 minutes.

**Avg. Response Time**

* The average time it took you to respond to customers, measured from the first message received.

**Messages Received**

* The total number of messages you received from customers.

**Messages Sent**

* The total number of messages you sent to customers.

**Customer Chats by Channel**

* The number of unique customers you have sent a message to or received a message from, segmented by channel.

**12-Hr Missed Chats by Channel**

* The number of chats you failed to respond to within 12 hours, segmented by channel.

**Avg. 12-Hr Response Rate by Channel**

* The percentage of chats you responded to within 12 hours, segmented by channel.

**Avg. 10-Min Response Rate by Channel**

* The percentage of chats you responded to within 10 minutes, segmented by channel.

**Avg. Response Time by Channel**

* The average time it took you to respond to customers, measured from the first message received, segmented by channel.

**Customer Chats by Time of Day**

* The number of unique customers you have sent a message to or received a message from within each three-hour time period.

***

### Agent performance metrics

{% hint style="info" %}
***General rules:***

* This dashboard includes only messages sent & received by admins within **their specific working hours**. Any messages sent or received outside of an admins working hours **will be excluded** from the calculation here.
* If a different admin responds to a chat that another admin is assigned to, the calculation for response time will be attributed to the admin that was originally assigned.
* When an admin resumes work after their time away, the response time/missed chats will be disregarded for messages that were received outside of hours.
  {% endhint %}

**Customer Chats by Agent**

* The number of unique customers an agent has sent at least one message to, segmented by agent

**12-Hr Missed Chats by Agent**

* The number of chats assigned to each agent that they failed to respond to within 12 hours, segmented by agent

**Top Agent by Customer Chats**

* The agent who responded to the greatest number of unique customers.

**Lowest 12-Hr Missed Chats**

* The agent with the fewest missed chats assigned to them within 12 hours.

**Best 10-Min Response Rate**

* The agent with the highest response rate for chats assigned to them within 10 minutes.

**Fastest Responder**

* The agent with the shortest average response time for chats assigned to them.

**Active Contacts**

* The number of unique customers an agent has sent at least one message to.

**12-Hr Missed Chats**

* The number of chats assigned to an agent that they failed to respond to within 12 hours.

**Average 12-Hr Response Rate**

* The percentage of chats assigned to an agent that they responded to within 12 hours.

**Average 10-Min Response Rate**

* The percentage of chats assigned to an agent that they responded to within 10 minutes.

**Average Response Time**

* The average time it took for an agent to respond to a chat assigned to them, measured from the first received message.