Space banner This documentation supports the 22.1 and consecutive patch versions of Live Chat.To view the documentation for the previous version, select the version from the Product version menu.

Viewing session statistics

The Reports option provides administrators with online reports that show queue activity and session statistics.

Note

These reports are viewable from the console. They cannot be exported.

Session statistics

The Session Statistics report shows overall system statistics for a time period as well as monthly statistics. Information is reported in a graphical representation (line graph) and includes chat open sessions, agents online, and self-service users online. You can modify the chart to suit your environment.

  • Options: Click the options panel button to display report options such as X and Y axis labels. This button is located in the upper-right corner of the chart.
  • Full Screen: Click the full screen button to display the report in full screen mode. Press Esc to exit full screen mode. This button is located in the upper-right corner of the chart. 

    ReportsSessionStats.jpg

Queue tab

The Queue Tab report shows each active session and how long (in minutes) the self-service user was in queue waiting for a support agent. It also shows the chat status, self-service user ID, and the assigned agent. 

ReportsQueueTable.jpg

 

 

 

 

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