Get Advanced Custom Reporting from Your Help Desk

View and create custom reports for your help desk to help analyze metrics and detect support trends. Leverage chat data between support agents and employees generated in Microsoft Teams.

Create custom chat workflows in Chime to gather the data you need. Store it in session metadata and make it part of your reporting.

Data Collection

Securely access help desk data in JSON or CSV formats and visualize in your preferred tools, including Power BI, for clear insights.

Reporting API

Manage custom reports to capture what matters most to your business. Generate bar graphs, line graphs, pie charts and more.

Manage Reports

Built-in Reports

Access more than 20 ready-to-use reports. Gain insights into agent performance, user feedback, and more.

Data Collection

How It Works

Step 1

Build a Custom Form to Collect Any Data Within Your Chat Workflow

Step 2

The integration of JavaScript in your chat workflow allows you to:

  • Update chat session metadata

  • Integrate with ServiceNow and all ITSMs

  • Add complex logic to your chat workflow

Process Form Data With JavaScript Within your Chat Workflow

Step 3

Create and Generate Reports Based on Custom Data You Collected

Set Custom Report Title, Categories and Chart Type

Use SQL Syntax to Access Any Custom Session Data

Customize Integrated ChartJS Chart Options

Reporting API

Unique API Key for Each User

Get your own API key for a secure and straightforward data access.

Interactive API Playground

Use our built-in UI for hands-on experimentation. Play with the reporting API, see its functions, and generate sample code.

Manage Reports

Get list of all reports within your tenant from the Manage Report UI. And Edit, View, Search any reports.

Built-in Reports

Basic Details Report

Connected Inbound Chats Report

Conversations By Agent Report

Inbound vs Connected Chats Report

Discover More Chime’s Built-in Help Desk Reports - Provide Service Desk Managers with Information and Metrics

Basic Stats Reports

  • Abandoned Over Time

  • Basic Details

  • Chats by Agent List - Total vs Accepted

  • Chats by Locale

  • Chats Inbound

  • Inbound Over Time

  • Inbound vs Connected Chats by Date

  • Number of Inbound Chats by Date

  • Timed Out Over Time

  • Web vs Teams Chats

Agent Performance Reports

  • Accepted vs Ignored by Agent

  • Chats by Agent List - Total vs Accepted

  • Connected to Agent by Date

  • Conversations by Agent

Performance Metrics

  • Chat Resolution by Type

  • Deflected Chats by Reason

  • Deflected Chats Over Time

  • Guest Rating

  • Guest Rating and Comments

And more…