10 Chat-Based Customer Support KPIs

The average time taken to complete a chat session with a customer, in minutes.

The percentage of chat sessions initiated by customers that are ended before a resolution.

The percentage of chat sessions handled and resolved solely by chatbots without human intervention.

The percentage of chat sessions that reach a resolution compared to those initiated.

The percentage of website visitors or app users who engage in a chat session.

The average time taken to resolve a customer's issue or query during a chat session, in minutes.

The number of times a chat session is transferred from one agent to another.

The total number of chat sessions initiated within a given time frame.

The average number of chat sessions an agent handles simultaneously.

The number of chat sessions initiated by customers that received no response from an agent.