If you use Reports in the LiveChat Agent app regularly, you may notice small differences in the numbers. We unified the way chat events are counted, and we changed the definitions of certain reportable events. Below you’ll find a list of reports in which you might see these changes. We made the changes to better reflect what actually happens when agents chat with customers.
Calculation improvements
Total chats
You may see an increase in the number of Total chats because the Total chats report now also includes chats that started in the queue and were closed without being assigned to an agent.
Chat engagement
The previous version of Reports disregarded unassigned and missed chats. From now on, unassigned and missed chats are included in the Chat engagement report.
Chat availability
To show you how many chats were started during times when your agents were online and offline, Chat availability now has an additional view showing just that.
Chat duration
There’s a new set of data in the Chat duration report: Agent chatting time. This shows you how much time your agents spent chatting with customers. Chat duration includes the agents’ chatting time, the bots’ chatting time, and time spent in queues.
UI Improvements
Country filter for Reports and Archives
You can now filter Reports and Archives with up to 20 countries at the same time.
“Exclude” logic in tags and country filters
You can now exclude specific tags and countries while filtering Archives and Reports.
Custom time periods for heatmaps
You can now analyze 30-day long heatmaps and use arrow buttons to navigate between different time periods.
Filters are now applied to heatmaps.
Navigation buttons connecting Reports to Archives
You can now seamlessly move from a report to a list of chats and tickets that were used to generate it. The option is available on a tooltip that pops up whenever you hover over the data that interest you.
If there is only one range of data displayed, the link to the list shows up at the bottom of the tooltip.
If there are more data ranges, you can hover over a range and select it to navigate to tickets or chats.
If the data range is not available, the link will not be visible and data ranges will not be clickable.
Updated navigation arrows and a better-looking chart for the Agent activity report
Navigation arrows are more pronounced, making them easier to spot and use. The report chart’s legend has been moved to make more space for valuable data.
