Filters & Reports

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Ticket filters

Sometimes instead of searching through the whole ticket inbox, you just need to see all tickets matching a specific condition. For example, you want to see all tickets assigned to your colleague or you want to see all tickets tagged with a specific tag (https://support.liveagent.com/313380-Adding-Tags-to-Tickets) or maybe you just want to see all tickets which were created today. You can easily use the search function from the Ticket filters section to find what you need but if you need to see t...

Global ticket filter

Let´s say that you as the owner of your LiveAgent system want to define default ticket filters for all or specific agents. This way you can ensure that your agents will always have a clear ticket overview. Configuration steps Step 1: Go to Configuration --> System --> Ticket filters --> Add filter Step 2: Think over which tickets should be filtered. In our example we are trying to filter all open tickets created by email where a particular agent was participated. Name the filter "Par...

Export ticket to PDF/HTML file

Since LiveAgent version 4.42.1.2 it is possible to easily export the whole ticket into a PDF or HTML file. This feature allows you to store customer tickets externally and also print them if you need a physical copy of the ticket. Requirements For all our hosted LiveAgent plans (https://www.liveagent.com/pricing/) this feature is available by default, there is no additional installation or setup required. For customers with standalone licenses (https://www.liveagent.com/pricing/stand...

Performance report

Quick navigation - Tickets-related columns (#tickets) - Chats-related columns (#chats) - Calls-related columns (#calls) - Ratings-related columns (#ratings) The performance report displays the performance of your whole company, specific departments, or specific support agents. It is logging various actions performed by customers, agents, or the system itself. The performance report is available in Reports > Performance report. List of available performance report colum...

What is the difference between Chats and Incoming chats in stats?

Incoming chats are the chats initiated by website visitors by clicking on a chat button (https://support.qualityunit.com/373207-Chat-buttons). Chats are all incoming chats and invitations (https://support.qualityunit.com/788093-Invitations) together. LiveAgent can initiate invitations automatically (based on the setting of your invitation(s)) and when the website visitor accepts the invitation it is counted as a chat. An agent can also initiate an invitation from the agent panel and it i...

Analytics overview report

This article will describe the table at the top of this report, the rest of the values visible in the graphs are described in the article describing Performance report (https://support.liveagent.com/765561-Performance-report). Incoming messages - all emails fetched into LiveAgent, all offline tickets (https://www.liveagent.com/features/ticketing/) created via contact forms or offline chat buttons. Also, tickets created from Twitter and Facebook however for Twitter only mentions by other pe...

Availability reports

There are 5 availability reports (https://www.liveagent.com/features/analytics-overview/) in the software and these are: - Agent availability of Tickets reports - Chat availability - Agent availability of Chats reports - Call availability - Agent availability of Call reports Chat and Call availability reports These reports contain a table with every hour of the last 30 days. These reports store data only for 30 days. min - shows the number of minutes an agent w...

Load reports

There are 3 load reports (https://www.liveagent.com/features/analytics-overview/) in the software and these are: - Ticket load - Chat load - Call load Basically, all 3 reports are very similar in what data they display but for the sake of comprehensiveness let's divide them into 2 categories Ticket load report This report contains a table with every hour of the last 30 days. Data only for last 30 days is stored. MAX Agents - the maximum number of online/logg...

Columns explanation for Call reports

Twilio provider Calls - all calls (https://www.liveagent.com/call-center-software) from customer which agents picked-up Missed calls - count of calls which were not picked up in the time limit. The call is ringing to an agent for 30 seconds. If the agent doesn't pick it up within the 30 seconds, the call is rerouted to another agent and the first agent gets "missed call". If the second agent doesn't pick it up, he too receives a "missed call" and the call is rerouted again and so o...

Time tracking

Time tracking (https://www.liveagent.com/features/time-tracking/) lets you track time spent by each Agent (https://www.liveagent.com/features/agents/) supporting customers and thereby gain a deeper visibility on the overall help desk performance. The time spent is tracked automatically for each ticket when this feature is turned on. Additionally, you can force agents to submit the time spent manually, and add a note if necessary. Time tracking Setup Navigate to Configuration>System>P...

Service-Level-Agreement (SLA)

An SLA (https://www.liveagent.com/features/service-level-agreement-sla/)(Service-Level-Agreement) is an arrangement to meet targets for replying to the tickets (https://www.liveagent.com/features/ticketing/) by your Agents (https://www.liveagent.com/features/agents/) (support representatives), for providing help to your customers. Before creating SLA Rules you must define your SLA Levels (optionally with custom business hours and holidays). To have your SLA Levels applied, you have to assig...

Agent Report

Work reports for each individual agent are crucial when you need to know how much time has been spent on tasks, how many chats have been answered, or even how many customers were satisfied (and how many were not). You can find this kind of report in LiveAgent (https://www.liveagent.com/) in the section called Agent Report (https://www.liveagent.com/features/agent-report/). Admin As you can see in the screenshot below, the window shows per agent data. You can see for example worktime for the ...

SLA log

The SLA log screen can be found in section Reports > Tickets > SLA log. This description of columns is also valid for the exported data from the SLA log. Level - is a set of definitions - reply / resolve / pickup "maximum" time conditions, business hours and holiday exceptions, configured in Configuration > Automation > SLA > SLA levels This SLA level is set by SLA rules when ticket is created, or later by some regular rule or manually by mass action. According to definitions o...

Audit log - Documentary evidence of activities

Audit log (https://www.liveagent.com/features/audit-log/) is a chronological set of records that provides documentary evidence of activities that have been undertaken by support agents. Audit log automatically tracks actions like: - User - Changed State - User - Logged In - User - Logged Out - General Action - User - Viewing ticket - User - Left ticket - Ticket - Status - Ticket - Message - Ticket - Internal Message - Ticket - File - Ticket - Transfer - Ticket -...

Live chat tracking plugin

Live Chat Tracking plugin allows you to execute tracking JavaScript functions when any of the following events occur: - when chat is started - when chat is ended - when agent's message was added - when customer's message was added It can work with multiple tracking tools and 3rd party applications, for example Google Analytics. The JavaScript library of the tracking tool must be included in the web page, where chat button integration code is placed. So, in the case of Google Anal...

How to export data from LiveAgent

Besides the CSV export option available in some of the sections of the agent panel, there are two ways how we can approach the export of your data from LiveAgent. - Export the tickets using API - Create the DB dump Export the tickets using API You could use API to export the data yourself, e.g. this API v3 call will give you 10 tickets per page and will allow you to set the time range when the tickets were created to define which tickets you would like to export. Once the page with t...