Stats

The Stats section provides a complete performance breakdown of your live chat operations. It is divided into four main tabs: Chats, Agent, Customers, and Insights. Each tab serves a specific purpose to help you analyze and improve customer support efforts.

Chats

The Chats tab displays detailed analytics about chat activity over a selected date range. It includes multiple sub-tabs such as:

Total Chats: Shows how many chats were handled over time, including comparisons with previous periods.
Missed Chats: Tracks the number of chats not accepted by any agent.
Chat Satisfaction: Shows customer feedback collected at the end of chat sessions.
Chat Queue: Provides data on how long customers waited in queue before connecting to an agent.
Chat Duration: Displays the average length of chat sessions.

This tab helps you evaluate chat volume trends, agent responsiveness, customer wait times, and service quality.

Example: If you notice a high number of missed chats during weekends, it might be time to adjust your staffing schedule.

Agent

The Agent tab gives insights into individual and team-level agent performance. Metrics often include:

Total chats handled per agent
Average response time
Missed chats by agent
Average satisfaction score (if ratings are available)

This data is useful for monitoring workload balance, recognizing high-performing agents, and identifying areas for training or improvement.

Example: If one agent consistently receives lower satisfaction scores, you can provide coaching or review their chat history to identify improvement areas.

Customers

The Customers tab shows engagement and behavior statistics from the customer side. Common data points include:

Number of unique customers served
Frequency of return customers
Satisfaction scores by customer
Average queue time and resolution time per customer

This information helps you understand how well you’re serving your audience and whether customers are satisfied with your support experience.

Example: If a customer has initiated multiple chats on the same issue, it may indicate a gap in resolution or knowledge.

Insights

The Insights tab offers summarized and comparative data to help with strategic decision-making. It often highlights:

Weekly or monthly trends
Peak hours or days for chat traffic
Overall satisfaction rates
Agent availability vs. workload

Insights help you plan resources, improve efficiency, and respond proactively to shifts in customer behavior.

Example: If insights show that most chats happen between 2 PM and 4 PM daily, you can make sure enough agents are scheduled during those hours.

Summary

Each section of the Stats dashboard is designed to help you monitor different aspects of your live chat operations. By regularly reviewing this data, you can:

Optimize agent performance
Reduce wait times and missed chats
Improve customer satisfaction
Make informed staffing and operational decisions

The combination of detailed reports and high-level summaries makes the Stats section essential for managing and scaling your live support effectively.