Monitor chat activity using the Chat Engagement report

1. Click Reports on the left side menu.
2. Click the Engagement tab.
3. Click the Chat Engagement Report tile.
4. Filter the report based on the dates you need, then click the Apply button.
5. You can now see the following details of the report:
   • Total messages sent.
   • Active chat users.
   • A breakdown of messages sent, which you can filter daily, weekly, or monthly.
   • A breakdown of active chat users, which you can filter daily, weekly, or monthly.

1. Click Reports on the left side menu.
2. Click the Engagement tab.
3. Click the Chat Engagement Report tile.
4. Filter the report based on the dates you need, then click the Apply button.
5. Once loaded, review the two summary cards:
   • Total messages sent: the total number of messages sent within the selected date range.
   • Active chat users: the number of employees who were active in chat during the selected date range, along with an adoption rate subtitle (for example, "74% adoption rate").
6. Both values update automatically whenever you change the date range filter.

1. Click Reports on the left side menu.
2. Click the Engagement tab.
3. Click the Chat Engagement Report tile.
4. Filter the report based on the dates you need, then click the Apply button.
5. Scroll to the Messages Sent line chart. By default, the chart shows one data point per day with Daily selected in the granularity control.
6. To change the view, select a different granularity:
   • Daily: One data point per day.
   • Weekly: One data point per week, representing the total messages sent in that week.
   • Monthly: One data point per month, representing the total messages sent in that month.
7. Hover over any data point to see a tooltip showing the period label and the exact message count for that period.

1. Click Reports on the left side menu.
2. Click the Engagement tab.
3. Click the Chat Engagement Report tile.
4. Filter the report based on the dates you need, then click the Apply button.
5. Scroll to the Active Chat Users line chart. By default, the chart shows one data point per day with Daily selected in the granularity control.
6. To change the view, select a different granularity:
   • Daily: One data point per day.
   • Weekly: One data point per week, representing the peak daily active user count within that week.
   • Monthly: One data point per month, representing the peak daily active user count within that month.
7. Hover over any data point to see a tooltip showing the period label and the active user count for that period.

The adoption rate shown on the Active Chat Users card represents the proportion of your organisation's employees who were active in chat during the selected date range. For example, "74% adoption rate" means 74% of employees sent or received a chat message in that period.

When you switch the Active Chat Users chart to weekly or monthly granularity, each data point shows the peak daily active user count within that week or month — not a sum or average. By contrast, the Messages Sent chart uses a total for weekly and monthly data points, summing all messages sent across the period.

You may see one of the following states:

• No data available yet: No chat engagement data has been collected for your organisation yet. Data is collected daily, so check back the following day.
• No data for the selected period: The date range you applied predates any collected data. Try selecting a more recent date range.
• Unable to load chat insights. Please try again.: The report failed to load. Click Retry to reload the data.