Live Chat Analytics
Detailed insights into your Live Chat performance.
Last updated
Detailed insights into your Live Chat performance.
Last updated
The Live Chat Analytics dashboard provides an in-depth analysis of your customer service interactions. This dashboard helps you monitor the efficiency and effectiveness of your team supporting Live Chat Request Forms, understand user behavior, and optimize your live chat strategy. Key metrics include the number of created requests, resolved requests, average time to first response, and average time to resolution.
Analyzes the lifecycle of requests to speak with live agents from submission to resolution and displays metrics such as time to first response and time to resolution. Visual representations include bar charts and bubble charts to show the duration and distribution of resolutions.
The Live Chat Request forms analysis compares submissions and resolutions of specific forms used for live chat requests to different teams. It provides metrics for all forms broken down by on-hours versus off-hours form submissions, resolutions, and average response times.
It also tracks the performance of Live Chat request forms submitted during on-hours and off-hours, displaying metrics such as the number of submissions, resolved cases, unresolved cases, and average response and resolution times.
Coming Soon: Analysis Breakdown by Individual Agents for Organization Admins
For further assistance, reach out to your Customer Success representative for personalized guidance and support.
