Live Chat Report Overview

Displays LiveAgent live chat support reports for the last 30 days. Compare the number of people waiting in live chat queues with the number of responding agents to verify if appropriate support systems are maintained. Each report item can also be exported in CSV format.

How to Access Reports

To view this report, select “Reports” > “Chat” from the left menu in the agent interface.

[queue = number of people waiting in chat queue, slots = number of agents on standby (slots)]

Key Items in Chat Reports

Chat Load

Used to analyze whether the number of agents handling chat processing is sufficient. This item compares the number of chats, number of slots, and number of people waiting in live chat queues using minimum, maximum, and average values.

Chat Availability

Displays live chat operational status on an hourly basis. For example, if an agent is on chat standby for one hour, it will be reported as 100% availability / 60 minutes.

Agent Availability

Displays a list of each agent’s login history. In addition to logon/logout dates and times, online time is also measured.

SLA Performance

SLA Compliance

Displays on an hourly list whether SLA compliance set in “SLA Rules” is being maintained.

SLA Log

Logs are recorded when “SLA Rules” compliance fails.