Live chats / Live chat reports

Live chat reports

The Report tool helps analyze the performance of your live chats. You can check the efficiency of operators for each live chat and assess the volume of incoming requests.

To generate a report, click Report in the menu of the Live Chats workspace.


There are two default categories of reports: Operators' Performance and Live Chat Performance.

  • Operators' Performance. Reports in this section are charts that show individual metrics for operators within a live chat. Three metrics are available:
    • Response Time. The average time it took the live chat operators to respond to a customer's request;
    • Wait Time. The maximum time a customer has to wait in between operator's responses;
    • Session Duration. The average duration of a session before it is closed.
  • Live Chat Performance. Reports in this section show the overall performance and the number of requests in a live chat. The following metrics are available:    
    • First Response Time.  The average time that passes between a session is assigned to an operator and a message is sent to the customer;
    • Processed Requests. The total number of requests received and processed in a live chat displayed as a line chart.  

Each report is displayed via the ChatDesk Report widget. You can change the layout of the page by moving the widgets, deleting them, or adding new ones. To do that, go the interface designer, click the 1_2.png icon next to the page's name and select Builder.

Generate a report

Select a report and fill out the fields.

All the reports have the same set of fields:

  • Live Chats. Select a live chat to review. If you select the All option, the report will include all the live chats;
  • Groups of operators. Click chat_reports-7 and select a group of operators to review. This field is not a required one;  
  • Operators. Click chat_reports-7 and select one or several operators. This field is not a required one;
  • Break down by.  Select how you want to break down the report: by Day, Week, or Month. This fields is only available for reports with charts. For example, if you select Month,  and then enter dates from January 1 to April 1 in the calendar, the chart will have four bars, one for each month. If you select Week, the chart will be broken down by weeks within the period selected in the calendar;
  • Period*. Type in the reporting period or select it from the calender.

After filling out all the fields, click Generate Report. The page will show a report according to the parameters that you have specified.

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