Live Chat Insights
Live Chat Insights provides analytics on your team’s conversation handling performance.
This feature is currently under development. The analytics described here may not be fully available yet.
Planned Metrics
When available, Live Chat Insights will include:
Conversation Volume
- Total conversations handled per day/week
- Conversations by agent
- Average conversations per agent
Response Times
- Average first response time
- Average resolution time
- Response time trends over time
Customer Satisfaction
- Hourly reply trends
- Top customer issues (by tag)
Current Alternatives
While Live Chat Insights is being built, you can track conversation performance using:
- Dashboard — View Live Chat Sessions count and trends
- Insights Overview — See total session volume and user vs business-initiated breakdown