Earlier, every metric mixed open and closed chats into one number. You couldn't tell what was still pending and what was done.
Chat Status
is now a Filter and a Breakdown
in Segmentation reports.How It Works
- Breakdown: Your report splits into two rows —Open and Closed— with daily numbers for each.
- Filter: PickOpen or Closedto see only that segment.
Why It Matters
- Measure response time on closed chats only — open ones are still running, so they pull your numbers off.
- Know how many chats are still unresolved.
- If Open keeps rising and Closed stays flat, your team is falling behind.