Leadoo AI’s Livechat Analytics helps you track chat performance, monitor agent responsiveness, and uncover key customer behavior trends. By understanding these metrics, you can optimize agent availability, ensure service-level agreements (SLAs) are met, and improve overall customer satisfaction.

Key Analytics & Metrics

• Overview Statistics: Under Conversion Insights > LiveChat, you can view total unique chats, total time spent chatting with prospects, and overall message counts over your selected date range.
• Response Times: Track Median Response Time and Median First Response Time to measure how quickly agents respond to incoming queries—essential for tracking internal response speed targets (e.g., answering within 30 seconds).
• Drop-off Rates: Monitor how many visitors leave the chat before an agent responds to evaluate if long wait times are leading to missed opportunities.
• Team Performance: The Team Performance tab breaks down individual agent metrics, including assigned chats, total messages sent, and individual response speeds, helping you identify top performers or training needs.

Uncovering Trends to Optimize Support Coverage

• Interactive Peak Times: In Bot Insights, filtering down to ChatBots reveals the exact days of the week and hours of the day when visitors engage most with your live chat option.
• Optimizing Staffing Hours: If your data shows high visitor engagement outside standard 9-to-5 working hours (e.g., late afternoons or evenings), you can adjust your team’s live chat schedules to ensure agents are online when demand is highest.

Watch the video guide above for a complete walkthrough of the Livechat Analytics dashboard!