To access livechat reporting, you need to click on Reports. Then you will be able to see 3 sections:

  • Overview

  • Conversations

  • Agents

  • Inbox

Overview:

In this section, you can see the open conversations and agent availability details.

  • Open: The number of chats that are currently in open status.

  • Unattended: The number of chats that are not responded to by the agents.

  • Unassigned: The number of chats that are currently not assigned to any agent.

  • Online: The number of agents currently in Online status

  • Busy: The number of agents currently in Busy status

  • Offline: The number of agents currently in Offline status

Conversation by agents:

Here you can see the agent-wise data regarding the number of chats that are opened by an agent and also the number of chats that are not attended by an agent.

Conversation:

In this section, you can see the entire live chat data and filter it by date range as per the requirement.

Also, you can export the data by clicking on the Download agent reports.

  • Conversations: This metric shows the total number of chats that are created.

  • Incoming Messages: This metric shows the message count that was sent by the end users(customers)

  • Outgoing Messages: This metric shows the total number of messages they were sent by agents.

  • First Response Time: This metric shows the time difference between when a chat comes in and the first response sent by the agent.

  • Resolution Time: This metric shows the time difference between when a new chat comes in and when the agent clicks on Resolve.

  • Resolution Count: This metric gives the count of chats that are resolved.

Agents:

In this section, you can see the agent's performance. Here you can select the agent and filter the data with desired date range.

Also, you can export the data by clicking on the Download agent reports.

Inbox:

This section is similar to Overview but the only difference is here in this section you can export the entire live chat reporting by clicking on Download inbox reports in the top right corner as shown in the image below.

Note: The percentage(green/red) means the percentage increase or decrease in the value compared to the previous time period.

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