LiveChat Integration

Visualize your LiveChat metrics with InsightDials

With InsightDials, you can visualize your LiveChat metrics on our Support dashboard to keep track of your Key chat metrics. Our real-time support dashboards help track your chat KPIs like total chat, missed chats, agent performance, and more.

How to get your LiveChat metrics

  1. Signup for an account on InsightDials.com
  2. Connect your LiveChat Account under the Data Sources for Live Chat Metrics
  3. Sign in to your LiveChat account to visualize your metrics

LiveChat Metrics

Get easy access to your key performance metrics from the LiveChat application

Chats this Month

This metric refers to the total number of chats that have occurred in the current month till date. This metric can be used to measure the volume of customer inquiries or support requests that have been handled through chat during that month. It is useful in assessing trends in customer behaviour or for evaluating the workload of chat agents.

Missed Chats

This metric refers to the number of chat requests from customers that were not responded to by a chat agent that month. This metric can be an important indicator of the efficiency and effectiveness of your chat support operations. A high number of missed chats can indicate that the chat support team is understaffed or that they are unable to respond in a timely manner. This can result in frustrated customers and lost business opportunities.

Average Time to Close

This metric refers to the average amount of time it takes for a chat agent to resolve or close a chat session with a customer. This metric can be an important indicator of the efficiency of a business's chat support operations, as it reflects the speed and quality of the support provided to customers through chat. A high average time to close can indicate that chat agents are struggling to resolve customer issues or that they require additional training.

Average First Response Time

This metric refers to the average amount of time it takes for a chat agent to respond to the first message from a customer in a chat session. This metric is an important indicator of the speed of a business's chat support, as it reflects how quickly chat agents are able to start addressing customer needs. A high average first response time indicates that chat agents are struggling to keep up with customer demands, leading to frustrated customers and lost business opportunities.

Chat Staff KPI

This metric refers to a set of key performance indicators (KPIs) that measure the performance of chat agents. These KPIs include the number of chats handled, the average first response, and the customer satisfaction rating for each chat staff. By tracking these KPIs, businesses can gain insights into their chat support operations' efficiency, effectiveness, and quality, and identify areas for improvement or optimization.

Chat CSAT

This metric refers to the customer satisfaction rating for chat support interactions. This metric measures the level of satisfaction or happiness that customers experience after engaging in a chat session with a chat agent. The chat CSAT metric can provide valuable insights into the quality of the chat support provided to customers and take steps to improve customer satisfaction and loyalty.