---
title: "Chat Display Percent Changes"
slug: "chat-display-pct-changes"
description: "The Chat Display % Changes report can help you understand how controlling the incoming chat volume is impacting the overall volume of incoming chat requests."
updated: 2025-02-06T17:57:30Z
published: 2025-02-06T17:57:30Z
---

> ## 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.

# Chat Display Percent Changes

The Chat Display % Changes report can help you understand how controlling the incoming chat volume impacts the overall volume of incoming chat requests.

## Understand the basics

### When to use the Chat Display % Changes report

Use the Chat Display % Changes report if you have questions around:

- How often are we displaying our chat option to our Customers?
- Who is changing the Chat Display %?

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

Review this report monthly to gain valuable and actionable insights.

### What it tracks

Review the definition of each metric and how it’s used. These are fields you’ll see in the CSV download.

| Term | Definition |
| --- | --- |
| **Agent** | The name of the Agent who changed the Chat Display %. |
| **Agent Email** | Email of the Agent who changed the Chat Display %. |
| **Date** | Date that the change to Chat Display % was made. |
| **Previous %** | The previous amount of time that Chat was shown and available for your Customers. |
| **Updated %** | The updated amount of time that Chat was shown and available for your Customers. |

## Take action

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

### **High** **Chat Display %**

If you are throttling a high % of incoming chats, take note of the following points:

- How is your Customer experience affected if you are throttling a high number of incoming chats?
- Look at your other communication Channels and review the volume. Are you only struggling to keep up with chat, or is it also across other Channels?
- Look at your CSAT and FCR. See how those are affected by throttling chat.
- Think about how often you have to throttle chat. If the incoming volume is steadily increasing, consider adjusting your staffing model.

### **Low** **Chat Display %**

Whether you are sparingly throttling chat or not, that is great news! It means that your Customers can easily contact you.

- Make sure you meet your CSAT, SLA, and FCR goals as they contribute to the Customer Experience.
- Look at your other Channels to see if one of them needs improvement. You may be able to adjust your staffing by assigning Agents to underperforming Channels.

### No Chat Display %

The report UI and CSV download will not show results if there aren't chat throttling activities based on the date filters used.

## Good to know

- This report can also be generated via API. See our [developer guide](https://developer.gladly.com/rest/#tag/Reporting) for more details.
- [CSV download](https://help.gladly.com/docs/export-reports) of this report is limited to 1 million rows.
- Listed below are related reports we recommend you use alongside this report:
  - Channel Mix
  - Customer Wait Time by Channel
  - Concurrent Messaging Contacts by Agent