Chat Overview ReportIn this video, you will learn about the Chat Overview report and how it can help you track the productivity of your agents and chat volume. You can access the Chat Overview report by clicking on the Reports icon on the left panel.Productivity TrackingThe Chat Overview report helps you figure out: How well your platform is handling incoming conversation volume. The responsiveness to customer queries. What customers think of your support.Handling Time TrendsThe Handling Time Trend widget allows you to quickly see if your platform is able to resolve customers' issues. You can see how much time on average is spent in handling and resolving your customers' queries. You can see more details by hovering your mouse pointer along the graph. The response rates and chat volume for each day are also displayed in a table format right below the graphs.Conversations Handling TrendThe Conversations Handling Trend widget allows you to see how well your team is managing chat volume. You can see the volume of conversations handled and how many conversations were resolved. You can see more details by hovering your mouse pointer along the graph.Performance TableThe Performance Table allows you to see how well your platform is handling incoming conversation volume, the responsiveness to customer queries, and what customers think of your support. The following columns are present in the table: Date Handled Chats Fresh Chats Deflected Chats Resolved by the Bot Chats Resolved by the Agents Chats First Response Time Average Response Time Average Resolution Time Queue Time Sat ScoreYou can track this data for a specific time period by using the filter option in the top right corner. You can also add, remove, or rearrange the column order in the table using the column option on the top right corner.For more information on how these metrics are calculated, please refer to the doc link attached with the video.