Thursday, August 27, 2026

A New, More Powerful Reports Page

Amy Shelton 6:26 AM

We’ve given the LibraryH3lp Reports page within the admin dashboard a major upgrade!

The new Reports page makes it easier to explore your chat activity and visualize trends, and answer questions about how your service is being used. You’ll still find familiar reports like Chats per Hour, Chats per Month, and Chats per Queue, but now these also serve as starting points for richer, more flexible reporting.

Chats per Hour

Start with a report, then make it your own

The Reports page includes the familiar built-in reports for the chat module:

Chats per hour
Chats per month
Chats per protocol
Chats per queue
Chats per operator
Chats per profile

Choose one and you’ll get a chart and table of your data. From there, you can customize the report using Filters, Analysis, and Visualization settings.

Want to see chat counts by month and queue? Average wait time by operator? Activity by day of the week and hour? Want to lump a bunch of queues into one for a simpler report? The new Analysis controls let you choose what to measure, how to group the results, and which groups should appear as separate series on the chart.

More ways to visualize your data

Reports can now be displayed using bar, line, and pie charts, with the available visualization options depending on the report.

Charts are interactive, too. Hover over chart data to explore individual values, or use the legend to focus on the data you care about. Clicking a legend item hides that series from the chart; click it again to bring it back.

Charts and tables also work together. Hovering over data in one can highlight the corresponding data in the other, making it easier to connect individual values with the bigger picture.

Chats per Month: hover features

New measures and calculations

We've added two new measurements that can be useful to augment simple chat counts in various reports: duration and wait time.

Duration is the total amount of time that passes between the first response from the operator and the last message sent by either party in the chat. That is, it does not include wait time, and it does not include any dead period at the end of a chat where the operator leaves the chat window open. Our colleagues over at Chatstaff find this measure useful and call it contact hours.

Wait time is the amount of time that elapses between the guest's initial message and the operator's initial response. Wait time has always been summarized in the Chats Per Operator report, and now it can be added to other reports as desired.

Along with these measurements, there are several calculations that can be applied based on your desired reporting goal. For example, you can calculate median, average, max, and min values in addition to counts and sums.

A more useful table view

We've kept the powerful table features from the old reports and added row and grand totals more consistently. As mentioned above, hovering over table data highlights the corresponding data in the chart above.

And like in the original reports, you can click column headings to sort the results. Click again to reverse the order, and a third time to return to the report's original ordering.

Chats per Month: table close-up, reverse sorted by protocol

Flexible report settings and an important default change

Report Settings

Filters let you choose the chats that belong in your report, including the date range, queues, operators, and whether you're interested in answered or unanswered chats.

We've also changed one important default: answered chats of any duration are now included in reports.

Previously, the default reports filter only counted answered chats that lasted at least 45 seconds. There's no longer a default minimum duration. If a minimum duration makes sense for the question you're asking, you can still set one yourself.

Reports still filter out unanswered chats by default, but you can include them if desired. Unanswered chats are those that never received a response from a chat operator.

Historical reporting also continues to include activity associated with users and queues that have since been deleted, so deleting something doesn't make its past activity disappear from your reports.

Download what you see—or get the raw data

You can download the chart as an image, and table downloads have gotten an upgrade as well.

If you want to take the nicely organized table into a spreadsheet, download the table data in CSV format. The data reflects the displayed table, including its organization, labels, zero values, and totals.

If you'd rather work with the underlying report results yourself, a raw data download is available too.

Explore!

The goal of the new Reports page is to provide a useful base set of reports that are similar to those provided in the prior version, while giving you room to explore further much more flexibly.

Start with one of the built-in reports, click Edit, and experiment with the Analysis options. Combining different measurements, groupings, and visualizations can reveal quite a bit about when your guests chat and how activity is distributed across your service.

We hope you'll have fun exploring your data with these new tools!