Chat reports

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Chat reports.

This page describes reports you can use to learn more about chat volumes, statistics, and outcomes in your contact center. Reports in the Chat folder rely on specific releases of Genesys software. Reports in the Chat folder rely on specific provisioning; contact your administrator or Genesys representative to find out if these reports are ready for you to use.

Important

Some CX Insights reports can return empty data if they depend on a solution that is not deployed for you, or is not available in the cloud. For example, this applies to reports and dashboards in the Chat, Chat bot, and Predictive Routing folders.

About Chat reports

The following reports are available in the CX Insights > Chat folder:

• Async Interactions Report
• Chat Engagement Report
• Chat Message Statistics Report
• Chat Session Report
• Chat Thread Report
• Interaction Acceptance Report
• Pre-Agent Termination Report

Plus, one dashboard:

• Interaction Acceptance Dashboard

Related Topics:

• Go back to the complete list of available reports.
• Learn how to generate historical reports.
• Learn how to read and understand reports.
• Learn how to create or customize reports.