Open Live chat › Reports. Pick a date range; everything uses the site’s time zone, and each number shows the change against the previous period.
Overview metrics
| Metric | How it’s counted |
|---|---|
| Conversations | Conversations started in the range, with how many Cubby handled and resolved alone |
| Resolution rate | Resolved conversations divided by conversations |
| First response | Time from the start of a conversation to the first agent reply, averaged; the median is shown too. Conversations no agent replied to are left out, and AI replies don’t count |
| Satisfaction | Ratings from 1 to 5 given within 24 hours of resolving, averaged to one decimal. One rating per conversation |
| Messages | Split into visitor and agent messages |
| Offline messages | Counted separately; not part of resolved |
| Knowledge base hit rate | Share of questions answered by a Q&A match or a document answer, with how many were handed off |
A conversation is one chat thread — not the same as a visit in website analytics. Don’t add the two together.
Busy hours
A grid of weekday × hour shows when conversations start. Use it to set office hours and plan who is online when.
Top pages and countries
The ten pages where conversations most often start (without query strings), and where visitors are.
Agent workload
Per person: assigned, resolved, replies, average first response, satisfaction, and transfers out and in. If only Cubby answered a conversation, its rating is attributed to Cubby, not to an agent.
Who can see reports
Owners, admins and analysts see everything. Agent-only teammates see their own numbers by default; an admin can change that to hidden or the whole team.