This metric shows, on average, how many messages are sent in one chat.
Chats Messages metric gives us an average total number of exchanged messages between visitor and agents in chat.
Formula: Total Number of messages exchanged / Number of Chats = Chats Messages
Example: Agent A has a chat with Customer A, the number of exchanged messages is 25, Agent A has another chat with Customer B, the number of exchanged messages is 34. When we put this into formula we get: (25+34) / 2 = 59/2 0= 29.5 Chats Messages.