Reports & analytics

Get a general overview and in-depth data about your chat and agent activity.

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Ticket satisfaction report Top rated agents report Prechat form report Queued customers report Greeting conversion report Greeting breakdown report Ticket satisfaction report Top rated agents report Prechat form report Queued customers report Greeting conversion report Greeting breakdown report
Response time report Chat engagement report Chat source report Agent activity report New ticket report Chat satisfaction report Response time report Chat engagement report Chat source report Agent activity report New ticket report Chat satisfaction report

Data summary

Stay in control of your
support team

One look and you know how your agents are doing.

Data summary in LiveChat

Chat reports

Insights that lead to growth

See how you measure up and find a way to improve your customer service.

LiveChat chat reports

Total chats

The number of chats your team handles every day. The more conversations you have, the more opportunities to advise visitors and sell more.

Missed chats

Make sure you are not leaving some customers empty-handed with the missed chats report. If you do, LiveChat gives you a way to get back to them and offer help.

Greetings conversion

Greetings are an easy way to encourage your customers to talk to you. See which greetings are the most efficient, and which need some tweaking.

Chat satisfaction

Keep your customers happy by tracking customer satisfaction with your team and individual agents.

Chat engagement

Check where your chats come from to see if your team can do more to engage visitors on your website.

Chat surveys

Chat surveys let you collect info about your customers that is important for your business. In chat reports, you see all that data in one place.

Chat availability

View how long during the week your team is available for customers.

Data export

Create custom reports

All reports can be saved to a CSV file. It’s also possible to schedule reports to get all your customer service data right to your email—daily, weekly, or monthly.

Custom reports in LiveChat

Agent reports

Help your team get better

LiveChat has all the data you need to monitor your customer support agents' performance.

Agent report in LiveChat

Chat duration

The duration of chats can vary between teams. See if your agents take enough time to talk to your customers.

Response time

Replying fast is crucial for customer satisfaction. This report lets you check how long it takes your agents to respond.

Agent activity

Check when your agents are online and what status they have on. You will always know who is accepting chats and helping your customers.

Staffing prediction

This report shows you how many agents you need on specific shifts, making scheduling work in your team easy.

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Ticket reports

Solve problems case by case

Streamline your email support with the help of the ticket reports.

Ticket reports in LiveChat

New tickets

The number of tickets your agents need to deal with on a daily basis. A great indicator of how many customers have issues with your product or app.

Solved tickets

Make sure that your team stays efficient, and solves a certain number of cases every day.

Ticket satisfaction

Tickets take longer to resolve and can be more frustrating for customers. Check if they are satisfied with your agents’ work.

Resolution time

Resolution time is a big factor in customer satisfaction. This report helps you keep this metric healthy.

First response time

Make sure your agents don’t make your customers wait for the first reply for too long.

Customer reports

Don’t let your
customers slip away

Identify customers who left the chat queue and quickly message them to never lose an opportunity to make a sale.

Queued customers

Check how many potential customers leave the queue before they get a chance to talk to your team.

Queued customers report in LiveChat

Queue abandonment

Message customers who left the queue before getting connected to an agent.

Queue report in LiveChat

Ecommerce reports

What you get, in numbers

Learn how LiveChat impacts your revenue and other business goals.

Tracked sales report in LiveChat

Tracked sales

Use this report to see how much value you get from using LiveChat, which products are the most popular, and which agents are the best at selling them.

Achieved goals report in LiveChat

Achieved goals

This report shows how many of your chats end up with the desired action taken by the visitor. For example, a sale or a signup. You can track the statistics for each goal you create separately.

Get insights about your customers’ behavior

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Filters

See only the information you need

All reports can be filtered to show results for specific conditions. Making analyzing data easier.

Filters view in LiveChat

Dashboard

Your success for everyone to see

Share your LiveChat stats with your team in real-time.

LiveChat analytics dashboard LiveChat analytics dashboard

Local benchmark

Get in front of your competitors

Turn on benchmark data in Reports to see how your numbers compare to the industry average. It’s a great way to see which areas of your customer service need some improvement.

Check out Local Benchmark

Discover more features

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With LiveChat, we are able to understand customers’ issues and in most cases, get to a resolution that saves the account.

Daniel Miller, Marketing Director at Benchmark

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