Live chat report
The Live chat report shows how your team handles live chats. A live chat starts when a widget user asks to talk to a person. The report shows one row per day: how many chats there were, how long users waited, how fast agents replied, how many chats nobody took, and how users rated the chats.
Availability: Helpdesk and AI Voice + Helpdesk profiles. Every dashboard role can read the report. A Supervisor who opens it sees the same figures as you.
Prerequisites
- Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
- Live chat is turned on: Live chat with agents is on in the Live Chat settings.
- For the rating columns, Ask for a rating is on. Without it, users are not asked to rate a chat.
Open the report
- In the sidebar, select Configuration.
- Under AI, select Live Chat.
- At the top of the settings card, select View the live chat report.
The Live chat report page opens. Under the title you see: "Chats per day, wait and first reply times, missed chats and ratings. Days are in UTC."
Choose the period
The report shows the last 30 days, up to today, when it opens.
- In From, choose the first day.
- In To, choose the last day.
The table updates as soon as you change a date. Days are in UTC, not in your local time. A chat counts on the day its user started to wait.
The period covers at most 366 days. To must not be before From.
What each column means
The table has one row for each day with at least one live chat. Days without chats do not appear.
| Column | What it counts |
|---|---|
| Day | The day, in UTC, as year-month-day. |
| Chats | Every request to talk to a person that joined the queue that day. If the same user asks again later in the same conversation, that counts as a new chat. |
| Average wait | The average time from the request until an agent joined the chat. Only chats that an agent joined count. |
| Average first reply | The average time from the moment the agent joined until the agent's first message to the user. Private notes do not count. |
| Missed | Chats that no agent joined, for example because nobody accepted before the wait limit. A chat that is still waiting also counts here until an agent joins. A user who left the queue on their own, with Back to the assistant or Leave a message instead, is not counted as missed. |
| Good ratings | Chats the user rated good after the chat ended. Users are asked to rate only chats an agent joined. |
| Bad ratings | Chats the user rated bad after the chat ended. |
Times show as minutes and seconds, for example 1:05 for one minute and five seconds. A dash (—) means there is no time to show: in Average wait, no agent joined any chat that day; in Average first reply, no agent sent the user a message that day.
Result
The report shows the figures for the chosen period. To see chats that ended after you opened the page, reload the page.
The report shows only numbers. It never shows names, email addresses or messages. When you erase a widget user's data on request, their chats and ratings stay counted in the report. Read Data export and deletion (privacy).
Each organization sees only its own chats.
If something goes wrong
- No live chats in this period. No user asked for a person in the chosen period. Choose a longer period, or check that live chat is turned on.
- The report could not be loaded. The dates are not valid: To is before From, or the period is longer than 366 days. Correct the dates. If the dates are right, reload the page.
- The rating columns are always 0. Ask for a rating is off, no agent joined the chats, or users closed the chat without rating it.
- The report link is missing. Your organization uses the AI Voice profile.
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