Reporting

  • Channel report

    • Reporting
    • Ticket
    • Ticket and Chat
    • All-Inclusive

    See what is the most popular way for your customers to contact you. LiveAgent provides you with detailed insights of every communication channel: Email, Live Chat, Call Center, Contact Forms, Feedback Forms, Facebook messages, Tweets… Forget about external tracking applications. Everything is built in!

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  • Agent report

    • Reporting
    • Ticket
    • Ticket and Chat
    • All-Inclusive

    LiveAgent offers an Agent report of work time – answered tickets, chats, calls, sales, rewards, and more (see all options below) from a specific time range. Individual input can be sorted by time range, department, channel, and agent. Agent Report can be exported to a CSV file.

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  • Agent availability

    • Reporting
    • Ticket
    • Ticket and Chat
    • All-Inclusive

    Monitor the availability of your agents. See time (date, hours, from, to) when your agents are online. Filter statistics according to departments and communication channels: Tickets, Chats, Calls. Agent availability can be exported to a CSV file.

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  • SLA Log report

    LiveAgent offers a log of fulfilled and missed SLAs from a specific time range and department. Individual entries can be sorted by Requester, Ticket ID, SLA Start time, Department, Agent, Due date, Closed, and SLA remaining/overdue time.

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  • Tag reports

    • Reporting
    • Ticket
    • Ticket and Chat
    • All-Inclusive

    LiveAgent offers a report of added tags to all tickets from a specific time range. Individual entries can be sorted by time range, department, channel, and agent. Tag Report can be exported to a CSV file.

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  • Time report

    • Reporting
    • Ticket and Chat
    • All-Inclusive

    LiveAgent offers a report of Time spent on all tickets from a specific time range. Individual entries can be sorted by agent, ticket, customer, company, report date, billed date, type (manual, auto). Time report can be exported to a CSV file.

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  • Department report

    • Reporting
    • Ticket
    • Ticket and Chat
    • All-Inclusive

    Create department reports with just one click. Forget about manual data collecting. LiveAgent will do everything for you. Have your department reports on your boss’s desk in no time. Continuously check the performance of your Department.

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  • Agent ranking overview

    An action against delivering poor customer support by letting your customers rate the responses and answers of your customer support agents. By learning more about your agents, you can reward your best agents and support those that are underachieving at the moment. Identify negative trends in your customer support and act accordingly. Leverage the “Ranking” feature of Live Agent.

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