edit: and for the downvoters, I operate a service in the retail space that is exclusively for women. Information/data/blog posts of this sort are extremely valuable to me, that's why I'm asking for clarification.

Ok, then I'm confused. In the post it shows, for example this:

https://i.imgur.com/P4QCWO4.png

That says ~14 messages per week. So you're saying the labeling is wrong, that it should say chat sessions per week?

The overall math in that scenario is also confusing me, if that refers to sessions. If the average abusive session contained even just six or seven messages, times 14 abuse sessions per week, upwards of 100 abuse messages contained within the abusive sessions in a week, ~400 per month. Roughly half of your customer interaction messages, or more, at that time, were occuring in abuse threads? Or does "2,100 messages" actually refer to 2,100 individual chat sessions?