Chat Engagement
Chat activity and performance metrics at a glance.
The Chat Engagement card gives you a snapshot of how actively people are chatting — how many sessions, how long they last, and how they're rated.
What you see
| Metric | What it shows |
|---|---|
| Sessions | Total chat sessions in the selected period, with a sparkline showing the trend. |
| Total time | Combined time spent chatting across all sessions. |
| Rating | Average star rating across rated sessions. |
| Avg duration | Typical length of a single chat session. |
How to use this
- The sparkline is the quickest way to tell whether chat volume is trending up, flat, or down.
- If total time is climbing but average duration is flat, growth is coming from more sessions, not longer ones — a healthy sign.
- A very short average duration can mean people aren't finding what they need — check User Friction for clues.
- A dropping rating is an early warning — dig into specific sessions in Chat Sessions to see what's going wrong.
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