Target Audience: All channels using Channel Talk statistics
With Custom Reports, you can now configure statistics by channel based on your needs. ALF chat statistics will also be included in chat-level statistics.
The chat statistics calculation criteria will change to managed_at (Engagement Start Time). Please review the details below.
The Custom Reports launch and statistics improvements will take effect on Friday, January 16, 2026.
A new Custom Reports feature will be introduced, allowing you to build your own statistics dashboard based on your channel’s goals. You can arrange the metrics you want using your preferred chart types and view only the data you need in one place.
More details and use cases will be shared in the January update notes.
Custom Reports are available on the Growth plan and above.
New:
A new Chat Handling Funnel that lets you view the overall chat flow at a glance
Line graph comparisons showing the selected period vs. the previous period for:
Total visitors
Total chats
Chat goal achievement
Changed:
Time and day filters are now segmented by:
Chat entry
Team member response
Chat closure
The “Score” column has been removed from the Operator Leaderboard and replaced with Response Time
Trends are removed from Chat Tags and Page metrics, and ratios are now shown as numeric values
The Incoming Chat Status section has been removed
Chats handled by ALF will now be included in chat statistics.A Responder filter will be provided, allowing you to view:
ALF chats
Agent-handled chats
The chat statistics criteria will change to managed_at (Engagement Start Time).
Previously, statistics were based on opened_at (Last Opened Time), which was updated each time a chat was reopened after being snoozed or closed.With this change, the criteria will be fixed, enabling more stable and consistent statistics.
Before: opened_at (Last Opened Time)
Updated whenever a chat is reopened after being snoozed or closed
After: managed_at (Engagement Start Time)
When ALF is involved: the time the customer sends their first message to ALF
When ALF is not involved: the time the chat is first opened
The value does not change even if the chat is reopened
* A chat is considered opened when a customer sends a message, a workflow opens a chat, or a manager manually opens a chat.
From January 1 to April 30, 2026, both the previous and updated versions of chat statistics will be available.
Previous version:
Available up to April 30, 2026
Can be viewed via “View Previous Version”
Updated version:
Available for data from January 1, 2026
Visible in the interface starting January 16, 2026
If you have any questions about this statistics update or the Custom Reports feature, please feel free to contact the Channel Team.
We will continue improving our data offerings to make them more stable and easier to use.
Thank you.