Reports section overview

The menu Reports section provides insight into various statistics and analytics available in the panel. The are the following sub-sections of the Reports section: - Analytics overview - Performance report (https://support.liveagent.com/765561-Performance-report) - The Performance report displays the performance of your whole company. It can be also additionally filtered by specific departments, channels, or specific support agents. It is logging various actions performed by customers, ...

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...

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 columns Some of the c...

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 ...

Agents' ratings report section

If you have the [Ranking feature](https://support.liveagent.com/528966-Agents-Ranking-feature) active, the Agents' ratings section is accessible in the Reports. Here, you can view all ratings and comments provided by customers for your agents. Access to this report is restricted to owners, administrators, and agents who have been assigned [custom roles](https://support.liveagent.com/228575-Agent-roles) with the ["View rankings of other agents" permission](https://support.liveagent.com/677682-Cu...

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...

SLA log Overview

The SLA log is a record of closed [SLA times](https://support.liveagent.com/304582-SLA-Service-level-Agreement-feature-Overview) applied to tickets, chats, or calls. The log retains only records for those [SLA types](https://support.liveagent.com/304582-SLA-Service-level-Agreement-feature-Overview) that were fulfilled and closed, ongoing (e.g. First answer type in case of ticket in New status) or not fulfilled SLA types (e.g. the First answer type in case of resolving a new ticket) are not inclu...

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...

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 -...
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