Agents Performance Report
Get every key performance metric — chats handled, CSAT scores, response times, and efficiency — in a single table. Instantly compare agents, identify top performers, and pinpoint who needs coaching.
LiveChat’s reporting integrations make agent performance monitoring simple: get real-time visibility into response quality, customer satisfaction, and team activity so you can coach, reward, and continuously improve.
Stay on top of your team’s quality and speed. Integrate LiveChat with reporting tools that track response times, resolution rates, and scores.
Get every key performance metric — chats handled, CSAT scores, response times, and efficiency — in a single table. Instantly compare agents, identify top performers, and pinpoint who needs coaching.
Monitor up to 18 live chats simultaneously on one screen. Track agent response times in real time, use sneak peek to review quality before messages are sent, and coach agents instantly via private message.
Track login times, status changes, and active chat periods throughout every agent’s shift. Gain full visibility into how working hours translate into actual support quality and resolution rates.
Automatically join all chats of selected agents or groups with a single click. Ensure consistent quality scoring and response standards without manually hunting for conversations to review in the Traffic section.
Access daily, weekly, and monthly reports with custom statuses and automated workflows. Get real-time alerts on inactivity, track resolution patterns, and make data-driven decisions to lift overall team performance.
Measure first and subsequent response times for every agent individually. Identify who’s slowing down service, set benchmarks, and take targeted action to improve both speed and customer satisfaction scores.
Compare average chat lengths across agents, groups, and tags. Spot agents resolving cases too quickly or too slowly and use that data to calibrate quality scoring and efficiency targets.
Forecast agent requirements by day and hour based on historical chat volume. Ensure your team is always adequately staffed to maintain response time targets and resolution rates during peak periods.
LiveChat has an understandable front-end and the reporting capabilities.
Geno M.
Montway Auto Transport
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Discover Text APILiveChat reporting integrations give managers real-time visibility into chats handled, CSAT scores, response times, and login activity — making it simple to coach agents and maintain consistent quality.
CSAT (Customer Satisfaction Score) measures how satisfied customers are after a chat. LiveChat’s Agent Performance Report tracks CSAT per agent, making it easy to reward top performers and identify coaching opportunities.
The Staffing Prediction Report analyzes historical chat data by day and hour to forecast exactly how many agents you need, helping you schedule smarter shifts and maintain response time targets.
The Chat Response Time Report identifies individual agents who slow down service, letting managers set response benchmarks and take targeted action to lift both speed and satisfaction scores.
The Super Vision app lets managers monitor up to 18 live chats simultaneously, preview messages before they’re sent, and coach agents instantly via private message — all from one screen.
Through the Text Partner Program, agencies can offer LiveChat’s full performance reporting suite — response time tracking, CSAT monitoring, and activity reports — as a managed service with recurring revenue.
