Missed Chats Analytics
The Missed Chats Analytics page tracks escalated conversations that require human intervention or additional attention. Monitor how many chats are escalated, understand the patterns behind escalations, and track your team's resolution rates to identify where improvements can be made.
Missed Chats Analytics Overview
Use these insights to improve your support processes, enhance automation, and ensure customers receive timely assistance.
- Track total escalated conversations over any selected time period
- Monitor resolution rates for escalated chats
- Identify peak escalation hours to improve staffing coverage
- Spot patterns to improve automation and knowledge base content
Key Metrics
The Missed Chats Analytics dashboard displays the following core metrics:
Total Escalations
The total number of chats that were escalated during the selected period.
Resolution Rate
Percentage of escalated chats that were resolved or closed successfully.
Visualizations
The Missed Chats Analytics page includes multiple visual representations of your data:
Missed Chats by Date Chart
Line chart showing daily escalation counts. Helps you identify:
- Days with high escalation rates
- Trends in escalation frequency over time
- Correlation between total chat volume and escalation rates
Activity Heatmap
Heatmap showing escalation patterns by day and hour. Shows:
- Peak hours for escalations
- Days with highest escalation rates
- When additional support staff is most needed
Analyzing Different Time Periods
Select from these date range options to analyze different time periods:
- Last 7 days — Spot recent escalation trends
- Last 14 days — Compare two-week patterns
- Last 30 days — Monthly overview (default)
- Last 60 days — Two-month analysis for broader patterns
- Last 90 days — Quarterly trends and long-term improvements
Improving Resolution Rates
Use Missed Chats Analytics to identify improvement opportunities:
Identify Common Issues
Analyze escalated chats to understand which types of questions or issues your team cannot resolve automatically.
Enhance Knowledge Base
Use escalation patterns to identify gaps in your AI knowledge base or canned responses.
Staff Planning
Schedule human agents during peak escalation hours to ensure quick response times and better customer satisfaction.
Automation Improvement
Build new automation rules or improve existing ones based on patterns in escalated conversations.
Pro tip: Combine Missed Chats Analytics with Popular Questions analytics to understand both what questions are being escalated and what questions customers commonly ask.