Discrepancies in LiveChat reports

Krzysztof Kraus
5 min read
updated: Sep 20, 2022

So, your LiveChat is generating more and more valuable data, and you’ve started to use the reporting functionality more often. But there’s something you’ve noticed by analyzing them one by one: discrepancies between Chats and Reports.

In this article, we’ll go through each report that has the potential to show discrepancies and explain why they can happen!

Chat engagement vs. Greeting conversionLink icon

Difference between Chat engagement vs. Greeting conversion

Let’s say you were to compare two reports from the last seven days: Chat engagement vs. Greeting conversion. Although they may sound similar, especially because they both include the number of chats from greetings value, that is not exactly the case.

Chat engagementLink icon

Chat engagement is available in the Reports > Total chats section of your reports. It shows you how many greetings were displayed during and before a given data range and how many of them resulted in chat.

What’s most important is that this report shows you not only the chats that resulted during the data range specified in a filter but also the greetings displayed, for example, a day before the specified timeframe.

Greetings conversionLink icon

Greetings conversion can be found as a separate part of your Reports section. This report shows you how many chats your customers started in a given period, after seeing a greeting displayed on your website.

So what’s the difference?Link icon

Greetings conversion takes into consideration greetings that were displayed during the data range specified in the filter. What this means is that when your customer receives a greeting at 11:59 pm and starts the chat at 12:00 am next day, this chat will not be considered as one converted from the greeting. That’s why you may see a lower number of chats from greetings when comparing those two reports.

Total chats vs. Queued customersLink icon

Now let’s compare two other popular LiveChat reports: Total chats and Queued customers.

See how many chats you had during a given period of time

When analyzing these reports, you may encounter a situation in which the number of Queued customers who entered the chat is actually higher than the number of Total chats — even though you are comparing reports from the same period. So, why is that?

The first thing to know is that our Queued customers report takes into consideration the queue start date when calculating its results, whereas Total chats always consider the chat start date. This is relevant, because you may encounter a situation in which a customer that was trying to reach your support was queued right up until the day finished, and the actual chat conversation started the next day.

See how many customers were queued during a given period of time

If such a scenario occurs and, based on our experience, it happens more often than expected, the number of queued customers who entered the chat will be higher than the number of chats presented in the Total chats report.

In other words: the Queued customers report may include additional customers who were routed to the queue during the period specified in your time filter, but the actual chat started the day after. The Total chats report, however, includes only those chats that started within the specified time period.

Post-chat form report: possible discrepanciesLink icon

Post chat form Report

When analyzing the post-chat form report, you may find out that the report shows you a specific number of post-chat forms that include one of the possible answers.

For this example, let’s say that this number is 313. But when selecting the link taking you to those chats, you may find a different number.

Post chat form chat number in Archives

So why is that?Link icon

The situation described in the Chat engagement vs. Greeting conversion section applies here as well. It is possible that the customer chatting with you agent started and closed the chat right before the day finished. However, the post-chat form itself was submitted right after 12:00 am. Or even several days later.

What this means is that the number of finished chats and the number of submitted post-chat forms is counted separately. That’s because the time between finishing a chat and a customer hitting submit in a post-chat form may extend even to a few days. When that happens, the number of chats from a given period can be much lower than the number of post-chat forms themselves.

Goals and Tracked Sales: possible discrepanciesLink icon

There’s one more discrepancy that we have to mention in this article. The difference between the number of chats in the archives and our e-commerce reports. Mainly, Archived Goals and Tracked Sales.

Achieved goals report

GoalsLink icon

The first thing that you have to know is that when using Goals, LiveChat stores a cookie on your customer’s browser. Whenever a customer who started a chat with you reaches a website specified in Goals configuration, LiveChat will mark it as a Goal and add it to the report.

Our cookies related to Goals can last up to three years after the chat. This means that the customer doesn’t have to reach your checkout page during or right after the chat. If they have not cleared the cookies, the goal can be marked as completed even 3 years later.

Tracked SalesLink icon

When using Sales Tracker, LiveChat saves a similar cookie on your customer’s browser. Only with this one you can choose the length of time after which the cookie will expire.

By default, this cookie is stored for 30 days. However, you can choose a longer or shorter period, and the rule here is the same. Your customer doesn’t have to reach a page where you track sales during or right after a chat. When they reach it before the cookie’s expiration date, the sale will be tracked as well.

So what does this mean?Link icon

When you analyze our Goals or Tracked Sales report from a specific period and it shows you a higher number of sales than chats, don’t worry. It only means that customers who chatted with you previously have completed a sale or a goal later than the initial chat.

And that’s it! Hopefully, you’ve found this article helpful but if you have any additional questions or doubts, feel free to start a chat with us - we are available 24/7/365!

Was this article helpful?

Got it!

Thanks for your feedback.

Thank you!

We’re happy to help.


Reports section overview

LiveChat offers a wide range of chat and tickets reports. Use them to fine-tune your implementation and spot areas that can be optimized and more efficient.

Read the article

Advanced reporting features

Learn about advanced features in LiveChat Reports. Check what options are available and how to use them to improve your customer service.

Read the article

Start using LiveChat now!

Free 14-day trial Team plan features No credit card required

Still not convinced? Discover all LiveChat features

Discover our other products