Chats

By clicking [View Previous Version] at the top right of the Consultation Statistics screen, you can check or download statistics for versions prior to January 29, 2026.

• Existing inquiry statistics and data download functions will be provided until April 30, 2026.

• (→ View Guide for Existing Chat Statistics)

• (→ View Guide for Downloading Existing Chats Statistics)

Consultation statistics begin counting based on the managedAt value.

This is the "Engagement Start Point." The moment this value is recorded, the consultation is included in the statistical calculation. This value is not updated even if the consultation is put on hold or reopened after being closed.

• Chat Consultation

  • Without ALF involvement: When the consultation first appears in the inbox (the moment a customer sends a message to open a chat, when opened via the 'Open Consultation' workflow action, or when a team member opens it by sending a message first).

  • With ALF involvement: When the customer sends their first message to ALF.

• Phone Consultation

  • Without ALF involvement: When the consultation first appears in the inbox (the moment they enter the queue, the moment the ring starts if there is no queue, or when a team member calls the customer).

  • With ALF involvement: When the consultation is opened by the customer making a call.

You can search by filtering based on period, respondent, consultation tags, etc.

• Assignee and Follower: Filters team members participating as assignees or followers in the consultation.

• Team: Filters the team in charge of the consultation.

• Consultation Goal: Filters whether the consultation goal was achieved.

• Consultation Tag: Filters tags set for the consultation.

• Service: Filters consultations coming in via Channel Talk messages, external messengers, phone, or email.

• Respondent Type: Filters based on whether an Operator or Customer ALF handled the inquiry.

  • Agent: Filters consultations connected to an agent. This includes consultations connected to an agent after being handled by ALF.

  • Customer ALF: Filters consultations where Customer ALF provided a response. This includes consultations connected to an agent after ALF's response. *If both items are selected or both are deselected, all consultations will be retrieved identically.

You can check the response time for incoming inquiries and the assignee transfer rate. By selecting 'View Options', you can check response results according to your preferred conditions.

• Time to First Response The time taken from the moment the customer attempts to connect to the moment a team member provides the first response.

  • Time spent waiting in the queue is also included in the time to first response.

  • Calculation: firstAnsweredAt - firstOpenedAt

  • Example:

    • If a customer sends a message at 13:03 and a team member responds at 13:10, the time to first response is 7 minutes.

    • If a team member opens a new consultation at 11:00, the customer replies at 11:30, and the team member responds at 11:32, the time to first response is 32 minutes.

• Average Response Time The average time it takes for a team member to respond to each message sent by a customer.

  • Data Field: avgReplyTime

  • Example: In the following scenario, the average response time is 6 minutes ((2 + 10 + 6) ÷ 3 = 6):

    • Customer message at 10:00 → Member response at 10:02 (2 min)

    • Customer message at 10:10 → Member response at 10:20 (10 min)

    • Customer message at 10:30 → Member response at 10:36 (6 min)

• Time to Close Consultation The time taken from the moment the customer attempts to connect until the consultation is closed.

  • This is based on the first closing time; the value does not change even if the consultation is reopened and closed again.

  • Calculation: firstClosedAt - firstOpenedAt

• Assignee Transfer Rate The percentage of closed inquiries where the assignee was changed at least once.

• Calculation Method: Median | Mean

• Calculation Timeframe: All hours | Excluding non-operating hours

• Graph Type: Daily chart | Distribution chart

The concept of operating hours is very important when checking consultation statistics. (→ View Operating Settings Guide)

• Operating hours are divided on a daily basis (00:00 ~ 23:59). All items in the statistics are calculated based on the set operating hours.

• Recorded times vary depending on the View Options:

  • Example 1) Selecting [All Hours]

    • Business hours: 09:0012:00 / 13:0018:00

    • Scenario: Inquiry at 11:00 AM, responded to at 12:30 PM.

    • Result: First response time = 150 minutes (includes lunch/non-operating time).

  • Example 2) Selecting [Excluding Non-operating Hours]

    • Business hours: 09:0012:00 / 13:0018:00

    • Scenario: Inquiry at 11:00 AM, responded to at 12:30 PM.

    • Result: First response time = 90 minutes (excludes non-operating time 12:00~12:30).

You can check all visitors, all inquiries, the number of consultations started or closed by time and day, inquiry tags, pages, and referral paths for the set period.

View the distribution of consultations started or closed during the period by hour and day of the week.

• Consultation Inbound: Total number of engaged consultations per day/time (based on managedAt).

• Agent Response: Total number of consultations where a member provided the first response per day/time (based on firstAnsweredAt).

• Consultation Close: Total number of consultations closed for the first time per day/time (based on firstClosedAt).

• Total Visitors: The number of unique visitors (UV) who visited the website or app where Channel Talk is installed. Multiple visits by the same customer in one day are counted as 1.

• Total Consultations: The number of newly started consultations (based on managedAt). Reopening a closed inquiry does not change this number.

• Categorizes incoming consultations by tag. You can identify which types of inquiries are most or least frequent at a glance.

• Counts for parent tags include the counts of their sub-tags.

• Consultations without tags are included in the total count to calculate percentages.

Identifies which web or app page the consultation originated from via the chat button. If a customer sends a message again in an existing chat window, the original page information is retained.

• 'No page information' appears when:

  • A consultation starts through a workflow connected to a marketing message.

  • Inquiries come through external messengers (Naver TalkTalk, Kakao Sync, LINE, Instagram DM).

Shows the path through which the consultation was initiated. If an existing consultation is resumed, the original path info is kept.

• Multiple active workflows are aggregated into the 'Workflow' path.

• Consultations started by a team member via 'Open New Consultation' are shown as 'Other'.

• Analyzes team members' performance (time to first response, number of assignments, goal achievement, etc.) after becoming an assignee and converts it into a score.

• Shows team members who participated as an assignee at least once during the period.

Status Identifies inquiries that achieved set goals within the period.

You can download detailed data in Excel format for further processing.

• Permissions: Only the Owner or team members with download permission can download statistics.

• Security: A file password and a reason for download are required. Passwords must be alphanumeric.

• Limits:

  • Without messages: Up to 100,000 cases per download.

  • With messages: Up to 10,000 cases per download.

• An alert will be sent to your "Chat with Me" room when the download is complete.

1. From Stats Dashboard: [Analytics] - [Consultation] - Click [Download Button] at the top right.

2. From User Chat Search: [Inbox] - [Magnifying Glass] - [Set Conditions] - [Select Consultations] - [Action] - [Download Data].