---
title: "Auto-Throttle Missed Conversations"
slug: "auto-throttle-missed-conversations"
description: "This report can help you make staffing decisions for the Chat Channel. See Metrics and Key Concepts, Understanding the Basics of this report, and more."
updated: 2025-10-02T21:39:34Z
published: 2025-10-02T21:39:34Z
canonical: "help.gladly.com/auto-throttle-missed-conversations"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Auto-Throttle Missed Conversations

The Auto Throttle Missed Conversations report can help you make staffing decisions for the Chat Channel. By using the Throttled Users data, you can understand how many more Customers you could have helped on the Chat Channel if you had additional staff available without chat being throttled.

## Metrics and Key Concepts

The Auto Throttle Missed Conversations report uses the following metrics and concepts to quantify the reported data.

| **Name** | **Description** |
| --- | --- |
| Active Conversations | A count of unique users who sent at least one message. |
| Throttled Users | A count of unique users who click the chat button at the bottom of Chat when chat is throttled. |

## Understand the basics

### **When to use the Auto Throttle Missed Conversation report**

Use the Auto Throttle Missed Conversations report if you have questions around:

- How many Customers are we not able to help whenever chat is actively being throttled?
- Do we need to improve our staffing model for chat?

### **How often to view the report**

Review this report monthly to gain valuable and actionable insights.

> [!WARNING]
> - **Throttled Users** is just an estimate. It's meant to show relatively how many Customers might have started a chat if it weren't throttled. If chat is throttled and the Customer clicks the chat button, they'll be shown the chat throttled screen.
> - The **Throttled Users** metrics do not count users who click the chat button when it's outside of the Business Hours set.
> - The **Throttled Users** estimate will only work if "Enable Search and Quick Actions" box is checked on Chat. If "Enable Search and Quick Actions" is not checked, then nothing will appear for throttled Users.

## Take action

Once you understand the report, you can take action and make improvements.

### Frequent Throttling of Customers

- Is chat frequently throttled? You may need to look into pouring more resources into your Chat Channel.
- Is there a certain time that chat is throttled? Look into ensuring you have optimal coverage during that period of time.
- Look at the number of Customers who tried to chat while chat throttling is active. Is it a low or high number? If it's low, try to optimize the length of time it takes to help Customers. Also, would adding just one more Agent stop the need for chat throttling? If it's continuously a high number, you could encourage Customers to use other Channels like SMS or email.

## **Good to know**

- This report can also be generated via API. See our developer guide [![](https://connect.gladly.com/wp-content/uploads/2023/04/green-external-link-icon.svg)](https://developer.gladly.com/rest/#operation/getOrganization) for more details.
- Listed below are related reports we recommend you use alongside this report:
  - Auto Throttle Chat Log