User Guide

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Analytics (by case)

Analytics (by case) captures every detail — even when a chat ends and restarts, or when a Chat Tag is added. Don’t miss even the smallest changes within a conversation!

What is Analytics (by case)?

  • Go to: [Operation] → [Analytics] → [By case]

What is a Case?

  • What is a Case?

    A Case is one complete cycle of a chat — from the moment it starts to the moment it ends.

    If a conversation reopens, a new Case is created, meaning you can have multiple Cases in one chat.

  • When is a new Case created?

    A new Case starts whenever a chat that was Closed changes to Opened or Snoozed.

  • What is Case record time?

    Even after a chat is marked as Closed, the Case remains open for up to 1 hour.This buffer allows time for follow-up actions—like sending a CSAT(Customer Satisfaction Score) survey or updating a Chat Tag—to be included in the same Case.

    • Any action taken within that hour is added to the same Case.

    • If the chat reopens within that time, the Case ends immediately and a new one begins.

  • Examples

    The examples below each contain two cases within a single chat:

    • Example ①: Chat status changed 1 hour and 30 minutes after the chat ends

      • First Case

        • 8:50 AM — Chat enters the queue(If auto-assignment is enabled, the queue will be activated → Learn more)

        • 10:30 AM — Chat status changes to Closed

        • 11:30 AM — The Case is finalized and logged → Any activity after this point is recorded as part of the next Case

        Second Case

        • 12:00 PM — Chat is reopened (follow-up)

    • Example ② Chat status changed 30 minutes after the chat was closed

      • First Case

        • 8:50 AM — Chat enters the queue(If auto-assignment is enabled, the queue will be activated → Learn more)

        • 10:30 AM — Chat status changes to Closed

        Second Case

        • 11:00 AM — Chat is reopened (follow-up)

        • The previous Case is finalized and logged → Any activity from this point on is recorded under a new Case

Analytics (by chat) vs. Analytics (by case)

Analytics (by chat)

Analytics (by case)

Unit of tracking

Each chat

Each Case inside a chat

When a Closed chat reopens

  • Some metrics (ex. response time, and more) are recalculated and overwrited.

  • Starts a new Case; original data remains unchanged

When a Snoozed chat reopens

  • Some metrics (ex. response time, and more) are recalculated and overwrited.

  • Treated as the same Case unless marked Closed

Snoozed duration / count

  • Not available

  • Available

Chat Tag history

  • Not recorded

  • Tracked per Case

Assignee & Team info

  • Assignee or Team ID and name appear in separate sheets (manual merge required)

  • Both ID and name appear together in one sheet

Best use cases

  • When you want to view the entire chat flow as a single unit per chat

  • When managing operational KPIs such as total chat count or average response time

  • When building a dashboard focused on first response time and average response time

  • When a previously closed chat reopens due to a customer’s follow-up message, and you need detailed analysis

  • When you want to track changes in Chat Tags, message history, and response flow in detail

  • When working in an environment where chats are frequently reopened after being closed

Structure of Analytics (by case)

Filter options

You can customize your view with filters:

  • Date

    • View data within a 6-month range

    • End date must be within 6 months of start and not exceed that month’s end.

    • Example: Aug 30, 2024 – Feb 28, 2025

  • Time

    You can choose whether to filter data based on Business Hours or All Hours.

    • Business Hours

      • To use business hours as a time filter, the Automation option must be enabled. (Channel Setting → Chat → Operation)

      • Only chats within business hours can be filtered.

      • Cases are filtered based on the time they were created.For example, if your business hours are from 9:00 AM to 6:00 PM, only Cases created during that time window will be included.

    • All Hours

      • Cases are filtered based only on their date, regardless of the time they were created.

      • All Cases within the selected date range will be included, even if they were created outside business hours.

Summary

  • Business Hours: Only includes Cases created during your set working hours

  • All Hours: Includes all Cases, no matter the time

  • Service

    • In the Service filter, you can choose from the following options:

      Channel Talk message, call, email, Naver TalkTalk, Instagram Messenger, LINE, or Kakao CS Talk.

    • For example:

      • If you select “Channel Talk message”, only chats exchanged via Channel Talk messages will be shown.

      • If you select “Call”, only chats handled over the phone will be included.

  • Team

    • Displays all Cases from chats assigned to a specific team.

  • Assignee

    • Displays all Cases from chats assigned to a specific assignee (manager).

  • Chat Status

    • Displays all Cases from chats with the selected status (e.g., Snoozed, Opened, or Closed).

  • Chat Tag

    • Displays individual Cases that have the specified Chat Tag applied.

  • CSAT (Customer Satisfaction Score)

    • Displays all Cases from chats that received the selected CSAT score.

  • Resolution time for chats

    • Displays only the Cases that fall within the handling time range you have set.

Summary

  • All filters are applied based on the Case creation time within the selected date and time range.

  • Filters like Service, Team, Assignee, CSAT, and Chat Status use OR logic — you'll see all Cases from chats that match any of the selected values.

  • Filters like Chat Tag and Conversation Handling Time use exact match logic — only Cases that fully meet the specified condition will be shown.

FAQs

What are the benefits of using Analytics (by case) data?

  • More granular insightsInstead of looking at each chat as a single unit, data is broken down by Case (cycle). This allows for more precise tracking of how customer interactions flow over time.

  • No data overwriteEven if a chat is reopened, the previous Case data stays intact. This makes it easier to analyze specific issues and trace their history across time.

  • Tag change trackingTag updates are logged per Case, so you can clearly see how tags are distributed and when specific issues occurred.

When should you use Analytics (by chat) vs. Analytics (by case)?

Use Analytics (by chat) to manage overall metrics like total chat volume and average response time. It’s great for dashboard reporting.

Use Analytics (by case) when you need detailed insights by response timing. It separates each reopened interaction as a new Case and helps track tag changes and follow-up flows — especially useful if chats often reopen after being closed.

What happens to the Case if the chat isn’t closed?

The Case count does not increase.

A new Case is only created when the status changes from Closed to Opened or Snoozed.

In other words, as long as the chat hasn’t been closed even once, it remains part of the same single Case.

Can I still access existing analytics (by chat)?

Yes, you can.

Even with the introduction of Analytics (by case), the original chat-based analytics remain available.

Case-based analytics were introduced to complement the existing method — both can be used side by side.

Can I check if a Chat Tag was deleted in Analytics (by case)?

Analytics (by case) does not log a separate history of tag deletions.Instead, it records the tag status that remains at the time each Case ends.

For example:

  • Case 1 starts → Tag a is added → Case 1 ends

  • Case 2 starts → Tag b is added

In this case:

  • Case 1 data will only show Tag a

  • Case 2 data will show both Tag a and Tag b

So, if you want to check whether a tag was deleted, compare the tag list between Cases — you can track deletions by looking at changes across Case records.