Use Live chat reporting to review workload, response times, handoffs, and SLA risk. Review automated quality separately from operational counts and verify findings against source conversations.
Before you begin
Open Analytics with permission to review live-chat reporting.
Step by step
- Choose Live chat and set the reporting period.
- Review Open live chats, Conversations in workspace, Chats — SLA at risk, and Chat transfer handoffs. Use the card captions to distinguish live queue values from selected-window events.
- Review Chat volume by day, Conversations by outcome, and Open chats by assignee.
- Use Agents — chat operations to examine open chats, first/average response, incoming handoffs, SLA risk/breaches, and configured capacity.
- Read Agent quality (QA) separately from the workload metrics. Automated quality review evaluates replies; it is not the same as a response-time target. AutoQA is included in Enterprise.
What to check
Your team can connect workload with the relevant operational or quality question, rather than treating every count as an agent performance score.
Need to troubleshoot?
Response metrics show a dash
Check whether eligible human-agent activity exists in the selected range.
SLA values need changing
Review Settings → SLAs with the administrator. Do not change targets only to remove a red warning.