My chat numbers were higher in Insights than they were in Analytics. After further investigation, I found that Insights counts Proactive Chats where the visitor doesn't reply. However, in Analytics, those chats are filtered out. This creates a variance where Insights chats are almost always higher than Analytics chats when reporting by the week or the month.
To remediate this, the Chat Visitor Replies fact can be used to create a # Visitor Replies metric. For every Ticket ID where the metric value is zero, you can then count the ticket as unresponsive. I think it would be helpful to either add an attribute to the data model for Unresponsive Chats, or create a # Unresponsive Chats metric based on Chat Visitor Replies to include in default Insights reports. This will help create continuity between the Analytics reports and Insights.
Beyond this, I also had another unexpected result: I found that when I added the Engagement Agent value to my report, the sum of their chats exceeded the top line total of chats for my team. It turns out that more than one Engagement Agent can be added to a chat in Insights, creating this discrepancy. I think this makes sense, but it would be helpful to document it in the Help Center so admins / report staff can better understand how the numbers are expected to behave.
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