Live Chat Reports
Measure your support team's performance — agent response times and ratings, where your visitors connect from, and a timeline of agent activity across your widgets.
Overview
The Live chat tab on the Reports page focuses on your human support operation: how your agents perform, where your customers are, and when conversations need a human. Open it from the Live chat pill at the top of the Reports page.
Agent Performance
Agent Statistics
Track how your agents are performing with response times and customer satisfaction ratings.
What you'll see:
- Average response time in seconds
- Star ratings from customers
- Number of chats handled
- Top performers list
How to use it:
- Click on any agent name to see their detailed ratings and feedback
- Use the date picker to analyze performance over different time periods
- Expand Show all agents to see everyone on your team
Individual Agent Details
When you click on an agent from the list, you'll see:
Agent Ratings & Feedback
A complete list of all customer ratings and comments for that specific agent.
Features:
- All star ratings (1–5 stars) with visual display
- Customer feedback and comments
- Date when each rating was given
- Direct links to open the specific chat conversations
Geographic Insights
Top Countries
See where your users are connecting from around the world.
What you'll see:
- Country flags and names
- Percentage of total sessions from each country
- Progress bars showing relative usage
- Total session counts
How to use it:
- Identify your primary markets
- Track international growth
- Expand to see all countries (not just the top 20)
Agent Chat Activity
Agent Chat Activity
Visualize when agents are joining chats and when the system requests help.
Two metrics tracked:
- Agent joins (blue bars): When agents actively start handling conversations
- Agent requests (green bars): When the system needs agent intervention
Features:
- Hover over bars to see exact numbers
- Choose different time periods (hourly, daily, weekly, monthly)
- Select date ranges for focused analysis
- Widget filter: Filter data by a specific chatbot widget or view all widgets
- Unique per chat toggle: Choose whether to count each chat only once (on the day of its first event) or count all event occurrences. When enabled, each conversation is counted just once on the day it first involved an agent — perfect for tracking unique chat volume. When disabled, every agent interaction within a conversation is counted separately — useful for measuring total agent activity levels.
Example scenarios:- Enabled (Unique per chat): A customer chat that spans 3 days with agent joins on each day counts as 1 event on the first day only
- Disabled (All occurrences): That same 3-day chat with agent joins on each day counts as 3 separate events across the timeline