LiveAgent Operation Screen After Login

When you log in to LiveAgent as an agent, the dashboard screen is displayed. From this main screen, you can handle customer support and configure internal settings.

Dashboard Screen Overview

Performance Management

Currently Active Response Channels

Displays the communication channels available for response by the logged-in agent. When the icon is green, it indicates online (available for response), and it turns gray when offline. You can manually switch between online/offline by clicking the icon.

Statistics

Displays work hours, number of responses handled, and customer ratings in numbers and graphs. Additionally, when multiple agents are present, the system displays gamification features such as “badges” and “levels” for performance evaluation among agents, in addition to numerical statistics.

Online Agent List

Lists other agents who are online (logged in). You can send chat requests to the displayed agents for internal communication.

From the menu on the left side of the screen, you can access inquiry handling for each channel and configuration screens.

Getting Started

Displays tutorials. Various settings can also be configured from the tutorials.

Dashboard

This is the first screen displayed when logging into LiveAgent.

Chat

Covers everything related to LiveAgent’s live chat, from chat banner settings and tracking online visitors to reporting features.

【Related Items】Live Chat

Tickets

Lists tickets received from each configured channel. You can also manually create new tickets from the “+ New” tab at the top.

【Related Items】Tickets

Reports

Displays various reports including agent activity statistics and response performance in easy-to-read graphs. CSV format report exports are also available from here.

【Related Items】Statistical Reports

Knowledge Base

Enables the creation of FAQ sites and user forums. Content within the knowledge base can be published with selected visibility ranges.

【Related Items】FAQ, Forums, Feedback

Configuration

Performs basic LiveAgent settings.

【Related Items】System Settings

Searches tickets and knowledge base accumulated within LiveAgent.

Account Management

Remaining Days and My Account

During the trial period, remaining days are displayed in countdown format. After purchasing an account, agents with “owner” privileges can access the management screen from “My Account” to view and modify contract information.

【Related Items】About “My Account” and Contract Content Changes