Chat Statistics
The Chat Statistics in Surbo Chat Live Agent Platform offers a detailed, interactive summary of all the chats handled by a user or team. Whether you're an Admin, Manager, Team Lead, or Agent, this page provides key insights about each chat—like when it landed, who picked it, how long it lasted, whether it was transferred or reopened, and more.
This is your go-to module for analyzing individual chat sessions, understanding performance patterns, and optimizing how your support teams interact with customers.
Chat Statistics Reference Table
| Field | Description |
|---|---|
| 🌐 Channel Source Name | The platform/channel where the chat originated (e.g., WhatsApp, Messenger) |
| 🔢 Source Identifier | Business number or ID from which the chat was initiated |
| 🛠️ Channel Name | Internal label assigned to the chat to track its journey |
| 📱 Customer Identifier | Mobile number of the customer |
| 🙍 Customer Name | Name of the customer who initiated the conversation |
| 🧵 Chat Category | Indicates if it's a 1-on-1 or a group chat |
| 👤 User Name | The name of the person handling the chat (Agent, TL, Manager) |
| 🗣️ Chat Type | Chat format: Text, Audio, or Video |
| 🚀 Chat Medium | Origin of the chat: user-initiated, campaign-driven, or via Click-to-WhatsApp Ad |
| 🕒 Chat Timestamp | Date & time when the chat landed on the platform |
| ⏱️ Chat Duration | Total time spent between customer and agent |
| 🔄 Transfer | Indicates if the chat was transferred to another agent or team |
| ♻️ Re-Open Chat | If the same chat was reopened within the 24-hour session window |
| 📌 Status | Final status of the chat (see expanded explanations below 👇) |
| 💬 Replied | Whether the agent sent at least one message during the session |
| 😊 Sentiment | Detected tone of the customer: Positive, Mixed, Negative, etc. |
| 📊 Sentiment Score | A numerical score (1–10) derived from sentiment analysis |
Expanded: Chat Status
Understanding the Status field is crucial to analyzing the outcome of each chat. Here's a detailed breakdown:
These status tags help you pinpoint friction points in your customer support flow—whether it's delayed responses, missed opportunities, or customer drop-offs.
| Status Type | Explanation |
|---|---|
| ✅ Resolved | The chat was handled and closed successfully by the agent |
| ⏱️ Agent Timeout | The agent didn’t respond within the platform’s timeframe; session auto-ended |
| 🚫 Customer Timeout | The customer became inactive, and the session was closed due to their silence |
| ❌ Chat Declined | The chat (often a reopened one) was declined by the customer |
| 💤 Agent No Response | The agent picked the chat but didn’t send any message before closing it |
| ❗ Missed Chat | The chat remained in the queue or awaiting section and auto-closed |
Pro Tips for Smarter Usage
| Pro Tip |
|---|
| ✅ Use channel filters to view chats from WhatsApp, Messenger, Line, or Telegram. |
| 📅 The default view shows the past 1 week; update the date range to 15/30 days or customize manually. |
| 🔁 Monitor Re-Open Chats to check if issues are recurring or previously unresolved. |
| 🧠 Sort by Sentiment and Score to assess customer mood trends across agents. |
| ⏰ Keep an eye on Agent Timeout & Missed Chats for optimizing response strategy. |
| 📊 Export chats with detailed metadata for performance reports or audits. |
| 🎯 Combine Chat Medium with Chat Status to analyze campaign quality. |
Quick Summary List
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✅ Real-time access to chat logs and performance stats
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🔍 Filter by channel, team, or custom date range
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💬 Tracks response time, agent activity, and session outcomes
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📈 Shows customer sentiment and chat quality
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📤 Enables data export for reporting and team insights