The Live Chats tab on the Reports and Charts page allows you to evaluate the performance of Customer Service operators with regard to requests received via live chats.
Average Response Rate
The report shows the average response time of operators to requests received via live chats.
You can use the following filters:
- Select the live chats where you want to view statistics.
- Specify an operator or an operator group.
- Add a filter by channel. For example, if you have a bot set up, you can select it.
- Specify the period and click Generate Report.
Channel Statistics
The report shows the number of requests received from specific channels. Supervisors can assess the popularity and convenience of connected request creation channels, as well as analyze possible live chat failures when the number of requests is low.
To view the data, select or set the request period, select the desired type, and select the service.
In the Channel display field, specify what data should be shown in the report table:
- By channel: the live chat name, the name of the channel connected to it, the channel type, and the number of requests are displayed here.
- By channel type: only the channel type and the total number of requests in it are displayed.
You can export the report data in the .xlsx or .pdf format. To do this, click the 
icon above the data table, select the format, and click Generate. Download the generated file to your computer.
Active Sessions
This report shows all active sessions. You can use the operator filter or view your sessions by selecting the Current user option.
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