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Advanced reports functions

by Jacob Firuta

Reports available in LiveChat can be modified and exported using a series of advanced features. In this tutorial, I’ll show you what kind of options are available and how you can use them in your work.

Filtering options

You can get a precise look at a particular segment of data by using the filters. The available filtering options allow you to show the data for a particular time period, agent, group or tag.

Filtering options available in the reports

You can also use the 24-hour distribution to see the hourly data.

24-hour distribution option

Filters come extra handy when investigating how a particular type of cases is being handled, how has been your LiveChat doing during a particular period or when you need to see how much of an impact an agent or group of agents made.

You can use filtering by a particular time period to monitor your LiveChat activity during various campaigns, holidays or other seasonal events. Just started a new ad campaign? See how the chat traffic went up for that period. Noticed a decrease in the number of chats during summer? Your customers are probably leaving for vacation.

To check on a particular agent, select him or her using the Agent filter. This option is very helpful during agent evaluations as it shows the various report data for one agent only.

Filter settings are remembered when you go through different reports. You can check the same time period or the results for the same agents when looking at different metrics.

Instead of looking at a metric ton of averaged data, you can get precise information about particular branches of your business. By sorting the data by Group, you can see how many chats all of your departments had. If you are using groups to offer chat on multiple websites this filtering option will allow you check the data for each of those websites separately.

Using the Tag filter, you can get precise information on particular case types. For example, you can check how many sales chats you got last month (if you are tagging you chats with the ‘sales’ tag). To learn more about tags, check out this guide.

Clickable reports

Filtering options are just one of the ways you can look at more precise data. By clicking on various bar, points or the legend in a report, you can get very specific data, e.g. chats from one particular day or chats with bad rates.

Clickable bars in reports

This adds a whole another dimension to you reports. You don’t have to craft elaborate filters to access this data. All it takes is a single click.

The following reports are interactive and can be clicked:

  1. Total chats.
  2. Chat satisfaction.
  3. Chat duration.
  4. New tickets.
  5. Ticket satisfaction.
  6. Ticket first response time.
  7. Solved tickets.
  8. Ticket resolution time.

You can also click on pre-chat and post-chat survey results to see specific segments of visitors and related chats. For example, you can see how many of your visitors did not get an answer during a conversation with one of your agents.

Clickable chat surveys in LiveChat

Storing the reports

There are two ways to store the report data. You can use the save as CSV option available under your reports. Here’s how it looks like:

Save option in the reports

Another way of storing your report data is to use the Export feature, which is available in the Business plan. It allows you to get much more data on your chats, surveys, queues and goals.

You can set the report to generate automatically every day, week, month or any other period of time.

There are also a lot of additional metrics you can calculate using the export feature.

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