Last year, we introduced Case Analytics to ensure data preservation and consistency, even when chats were reopened. In January of this year, we fundamentally improved the aggregation method of Chat Analytics, so that even when a chat is reopened, existing data is no longer overwritten and remains fixed.
In addition, with the launch of Custom Reports, which allows you to freely design the metrics you need, we now offer a more complete and flexible analytics environment.
As a result, we will be consolidating previously separated analytics features into a single unified system to provide a more stable and consistent analytics experience.
Legacy Analytics accessible via “View Previous Version” in Chat Analytics (❶)
Case Analytics (❷) and the Case Analytics Open API
April 30, 2026 (Thu)
1) Viewing and Downloading Metrics
Key metrics previously available in Case Analytics can also be downloaded from Chat Analytics or Custom Reports.
Please refer to the comparison table below for detailed metric mapping information.
[→ View Case Analytics / Chat Analytics Comparison Table]
2) Analyzing Data
You can perform more advanced analysis using Chat Analytics and Custom Reports.
Chat AnalyticsProvides fixed values that are not updated even if a chat is reopened, similar to Case Analytics. You can also see how many times a user chat has been reopened. Without additional setup, you can quickly understand chat performance at a glance and download reliable data anytime.(→ Learn more)
Custom ReportsA versatile tool that allows you to design metrics tailored to your specific business needs. Like Case Analytics, you can select and view only the metrics you need, and download the full dataset for further use.Custom Reports are available on the Growth and Enterprise plans.(→ Learn more)
With the discontinuation of Case Analytics, we kindly ask you to disconnect any integrations using the Case Analytics API before the termination date to ensure stable system operations.
After the service ends, API calls may return error responses, so please review your integrations in advance. Metrics previously managed through the Case Analytics API can be accessed through Custom Reports or other available Open APIs.
If there are key metrics that cannot be replaced by Chat Analytics or Custom Reports, please submit your use case and required metrics through the link below.
We will review whether alternatives are available and provide guidance. If replacement is not currently possible, your feedback will serve as valuable input for future improvements.
[→ Check Replacement Availability & Submit Feedback]
We remain committed to providing the most reliable data in a stable environment.The Channel Team will continue delivering more intuitive and powerful analytics tools.