Reporting and analyzing Live Chat usage

Live Chat provides out-of-the-box reports and dashboard, which displays the current system activity, usage details, and agent and team performance statistics. Customers can analyze the Live Chat usage to determine the overall performance, effectiveness, and ticket deflection after implementing the Live Chat application. 

As an administrator or supervisor, you can also create reports according to your requirements.

Related topics

Administering

User-goals-and-features

The following table lists the different ways in which you can analyze your live chat usage:

Action

Reference

  • Monitor system activity, such as agent availability, statistics about major incidents, support queues, and chat sessions in real-time from the Chat Monitoring and Reporting Console in Smart IT.
  • As a supervisor, you an also join chats to assist agents during a chat session. 
  • View Live Chat reports on a periodic basis, such as monthly, quarterly, or annually for continuous improvement activity of the application. 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*