Live Chat Reports

The Live Chat Reports provide detailed insights into how your organization manages and responds to customer conversations across a set time period. From high-level overviews of total chat activity to focused reports on message volume, response times, abandonment rates, and agent-initiated chats, these reports help identify trends in customer engagement and agent performance. By reviewing this data, managers can pinpoint problem areas, adjust staffing or chat settings, and improve both the efficiency of support teams and the overall customer experience.

To access Live Chat Reports, log in to the SmarterTrack management interface as a System Administrator. From the top menu, click More, then select Reports from the dropdown. Live Chat Reports will display, with all available report categories listed in the left-hand navigation panel.

Overview - Shows an overall view of the organization's live chat usage during a set time period. The report is useful because it provides an at-a-glance view of the company and can identify other areas to investigate with other detailed reports.
Incoming Messages - Shows the details of live chat sessions that are initiated by users, either from the portal or from external websites when live chat integration is used, during a set time period. This report is useful because it helps to identify the average load of chat sessions and areas to increase or decrease message targets.
note: This report only applies to live chat initiated by customers.
Incoming Response Times - Shows the amount of time customers waited for a live chat response from agents during a set time period. This report is useful because it helps to identify problem areas where agents may be going too long between messages. Response times are calcluated taking into account the Business Hours set for the Department.
note: This report only applies to live chats initiated by customers.
Incoming Abandonment - Shows the abandonment rate for incoming live chats during a set time period. This report can be used to locate the areas in which more agents may be required or max chat settings may need adjusted to meet demand.
Outgoing Messages - Shows the details of live chat sessions that are initiated by agents. These are generally chat sessions that are started with users via an Event, or manually initiated from within Who's On.
Outgoing Response Times - Shows the amount of time customers wait for a live chat response from agents during a set time period. Response times are calcluated taking into account the Business Hours set for the Department.
note: This report only applies to live chats initiated by agents.
Outgoing Performance - Shows the total number of live chat invitations sent, ignored, accepted, and rejected for a specific department, group, or agent during a set time period.
note: This report only applies to live chats initiated by agents.
Outgoing Results - Shows the results of live chat invitations initiated by agents.

Depending on the report selected, the following report items are available:

Accepted Chats With Response - The total number of live chat invitations to which customers accepted and responded.
Accepted Chats Without Response - The total number of live chat invitations to which customers accepted but did not respond.
Agent - The specific agent.
Agents Using Reply - The number of agents that used a particular canned reply.
Average Abandoned Session Length - The average amount of time an end user waited before abandoning their chat, regardless of whether it was assigned or not.
Average Initial Response Time - The average number of seconds before the agent replies to the initial message from the customer.
Average Longest Response Time - The average longest response time of all live chat sessions.
Average Messages Received Per Chat - The average number of messages received during a live chat session.
Average Messages Sent Per Chat - The average number of messages sent during a live chat session.
Average Response Time - The average amount of time before an agent replied to a live chat message.
Average Session Length - The average amount of time that a customer spent in a live chat.
Average Time in Queue - The average amount of time that a customer spent waiting for a chat to be assigned to, or taken by, an agent.
Department - The specific department.
Group - The specific group.
Chat Messages Received - The total number of messages received from customers.
Chat Messages Sent - The total number of messages sent by agents.
Live Chats Abandoned After Assigned - The total number of live chats that were abandoned by an end user after their chat was assigned to, or taken by, an agent.
Time in Queue - The amount of time the live chat was in the queue before it was transferred to an agent.
Total Abandoned Live Chats - The total number of live chats that were abandoned by an end user prior to it being assigned to, or taken by, an agent.
Total Accepted Chats - The total number of live chat invitations accepted by customers.
Total Chats - The total number of live chat sessions that occurred during the time frame.
Total Incoming Chats - The total number of live chats initiated by an end user.
Total Invited Chats - The total number of live chat invitations sent to customers through Who's On.
Total Invites Ignored - The total number of live chat invitations ignored by customers.
Total Outgoing Chats - The total number of live chat invitations sent by agents through Who's On.
Total Rejected Chats - The total number of live chat invitations rejected by customers.

Live Chat Trend Reports

Live Chat trend reports provide managers with valuable insight into how customer and agent interactions evolve over time. From high-level overviews of overall chat activity to detailed breakdowns of incoming and outgoing messages, response times, abandonment rates, and performance results, these reports make it easier to spot patterns, evaluate service quality, and forecast staffing needs. By tracking both customer-initiated and agent-initiated sessions, organizations can quickly identify areas for improvement and ensure that live chat continues to deliver timely, effective support.

To access Live Chat Trend Reports, log in to the SmarterTrack management interface as a System Administrator. From the top menu, click More, then select Reports from the dropdown. Live Chat Trend Reports will display, with all available report categories listed in the left-hand navigation panel.

note: For information on the options available for each report listed, see the Reports Overview.

Overview Trend - Shows an overall view of the organization's live chat usage over time. This report is useful because it provides managers with an at-a-glance view of the company and can help identify areas to investigate with more detailed reports.
Incoming Messages Trend - Shows the details of incoming messages of live chat sessions over time. This report is useful because it can identify if chat sessions are getting more or less chatty over time.

note: This report only applies to live chat initiated by customers.

Incoming Response Times Trend - Shows the amount of time customers waited for a live chat response from agents over time. This report is useful because it can help managers identify problem areas in which agents may be going too long between messages.

note: This report only applies to live chats initiated by customers.

Incoming Abandonment Trend - Shows the relationship between wait time in the queue and abandonment rates over time. This report is useful in forecasting when more agents may be needed or when max chat settings need to be adjusted to meet demand.
Outgoing Messages Trend - Shows the details of outgoing messages of live chat sessions over time.

note: This report only applies to live chats initiated by agents.

Outgoing Response Times Trend - Shows the amount of time customers wait for a live chat response from agents over time.

note: This report only applies to live chats initiated by agents.

Outgoing Performance Trend - Shows the total number of live chat invitations sent, ignored, accepted, and rejected for a specific department, group, or agent over time.

note: This report only applies to live chats initiated by agents.

Outgoing Results Trend - Shows the results of live chat invitations initiated by agents.

Depending on the report selected, the following report items are available:

Total Live Chats - The total number of live chat sessions that occurred during the time frame.
Total Incoming Live Chats - The total number of live initiated from the portal or from chat links on a website.
Total Outgoing Live Chats - The total number of live chat invitations sent by agents through Who's On.
Average Time in Queue - The average amount of time a live chat sat in the queue prior to being assigned to, or taken by, an agent.
Average Session Length - The average amount of time that a customer spent in a live chat.
Average Response Time - The average amount of time before an agent replied to a live chat message.
Live Chat Messages Received - The total number of messages received from customers.
Live Chat Messages Sent - The total number of messages sent by agents.
Average Messages Received Per Live Chat - The average number of messages received during a live chat session.
Average Messages Sent Per Live Chat - The average number of messages sent during a live chat session.
Average Initial Response Time - The average time for a live chat to be initially responded to by an agent.
Average Longest Response Time - The average longest time for a live chat to be initially responded to by an agent.
Total Abandoned Live Chats - The total number of live chats that were started by an end user but abandoned prior to being taken by, or assigned to, an agent.
Live Chats Abandoned After Assigned - The total number of live chats that were started by an end user then abandoned after being taken by, or assigned to, and agent.
Average Abandoned Sessions Length - The average time for sessions that were abandoned, regardless of being assigned to, or taken by, an agent.
Total Invited Live Chats - The total number of live chat invitations sent to customers through Who's On.
Total Accepted Live Chats - The total number of live chat invitations accepted by customers.
Total Rejected Live Chats - The total number of live chat invitations rejected by customers.
Total Invites Ignored - The total number of live chat invitations ignored by customers.
Accepted Live Chats Without Response - The total number of live chat invitations to which customers accepted but did not respond.
Accepted Live Chats With Response - The total number of live chat invitations to which customers accepted and responded.
Agent - The specific agent.

note: Certain items may appear differently, based how items are grouped using the Group By dropdown. For example, The Live Chat Cost Breakdown summary report may show 0 Incoming Live Chat Transfers while the trend report shows a number greater than 0. This is generally due to having the Group By set to Group view versus the Agent view. Live chat transfers only happen between Agents, not Groups.