> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/reports-and-dashboard/livechat-report.md). # Livechat Report This page explains the exported LiveChat report and the main insights included in it. The LiveChat report helps supervisors and authorized users review conversation activity, chatbot activity, agent performance, waiting time, closure status, and chat distribution during a selected period. ### What is the LiveChat Report? The LiveChat report is an Excel file exported from the **Live Chat Report** section in the Dashboard. Users can select a date range, then export the report for that period. The report provides detailed data that can help teams understand: * How many conversations were handled * How many sessions were handled by chatbot or LiveChat * How many sessions were reassigned * How long agents took to handle conversations * How long customers waited in the Queue * How conversations were closed * How chats were distributed by time of day * How each agent performed during the selected period Access to export the report depends on the permissions assigned by the admin from the Portal. ### How to Export the LiveChat Report The LiveChat report can be exported from the **LiveChat Dashboard** or from the **Portal**, depending on the user’s access and permissions. #### Export from LiveChat Dashboard To export the LiveChat report from the Dashboard: 1. Go to the **Dashboard** page. 2. Find the **Live Chat Report** section. 3. Select the required date range. 4. Click **Export**. 5. The report will be downloaded as an Excel file. #### Export from Portal Admins can also export the LiveChat report from the Portal. To export the report from the Portal: 1. Log in to the **Portal**. 2. From the side menu, go to **LiveChat Management**. 3. Open the **LiveChat Report** page. 4. Select the required date range. 5. Click **Export**. 6. The report will be downloaded as an Excel file. Access to export the report from either LiveChat or the Portal depends on the permissions assigned to the user. ### Automated Report Delivery LiveChat reports can also be automated to be sent by email on a scheduled basis. The report can be scheduled to be sent: * Daily * Weekly * Monthly This helps teams receive reports regularly without exporting them manually each time. To request automated report delivery, please contact your account manager or the support team. ### Report Structure The exported report may include several sections in one Excel file. Common sections include: * General session summary * Agent performance summary * Chats distribution by hour * Agent-level hourly distribution The available data may differ depending on the selected date range, enabled services, and account configuration. ### General Session Summary The general session summary provides an overview of conversation activity during the selected period. It may include: * **Date**: the date of the reported activity. * **Session Status**: the session status grouped by date. * **Session Count**: the number of sessions matching the status. * **Total Chatbot Sessions**: total sessions handled by the chatbot. * **Total LiveChat Sessions**: total sessions handled through LiveChat. * **Total Reassigned Sessions**: total sessions transferred or reassigned between users or departments. * **Average Agent Handling Time**: the average time agents spent handling conversations. * **Maximum Agent Handling Time**: the longest handling time recorded. * **Average Queue Waiting Time**: the average time customers waited in the Queue before being handled. * **Maximum Queue Waiting Time**: the longest recorded Queue waiting time. * **Unassigned LiveChat Sessions**: LiveChat sessions that were not assigned to an agent. * **Total Closed Sessions**: total number of closed sessions. * **Sessions Closed by Agent Manually**: sessions closed manually by agents. * **Sessions Closed by Agent Timeout**: sessions closed because the agent did not respond within the configured time. * **Sessions Closed by User Timeout**: sessions closed because the customer did not respond within the configured time. * **Chatbot Timeout Sessions**: sessions closed because the chatbot conversation timed out. * **Sessions Closed by Chatbot After Service Completion**: sessions closed by the chatbot after the service or flow was completed. This section helps supervisors understand the overall activity and closure outcomes during the selected period. ### Agent Performance Summary The agent performance section provides details about each agent’s activity during the selected period. It may include: * **Date**: the date of the activity. * **Agent Username**: the agent’s username. * **Agent Name**: the agent’s display name. * **Login Time**: when the agent logged in. * **Logout Time**: when the agent logged out. * **Online Time Start**: when the agent became online. * **Online Time End**: when the agent stopped being online. * **Offline Time Start**: when the agent became offline. * **Offline Time End**: when the agent stopped being offline. * **Time Spent Available**: total time the agent was available. * **Time Spent on Break**: total time the agent was on break. * **Time Spent on Chats**: total time the agent spent handling conversations. * **Total Chats Handled**: total number of chats handled by the agent. * **Chats Closed by Agent**: number of chats manually closed by the agent. * **Chats Closed by Agent Timeout**: number of chats closed due to agent timeout. * **Chats Closed by User Timeout**: number of chats closed due to customer timeout. * **Average Agent Handle Time**: the agent’s average handling time. * **Maximum Handling Time per Conversation**: the longest conversation handling time for that agent. * **Maximum Customer Waiting Time**: the longest time a customer waited before being handled. * **Average Customer Waiting Time**: the average time customers waited before being handled. * **Sessions Closed as Resolved**: sessions closed with the Solved status. * **Sessions Converted to Tickets**: sessions converted to tickets, if this option is used. * **Sessions Closed due to Lost Connection**: sessions closed with the Lost Connection status. * **Average Rating**: the agent’s average customer rating, if evaluation is enabled and data is available. This section helps supervisors review agent workload, response handling, closing behavior, and performance indicators. ### Chats Distribution by Hour The chats distribution by hour section shows how conversations are distributed across the hours of the day. The report may show hourly columns such as: * 0 to 1 * 1 to 2 * 2 to 3 * 3 to 4 * ... * 23 to 24 This helps teams understand when chat activity is higher or lower during the day. This section can be useful for: * Identifying peak hours * Planning agent coverage * Understanding customer activity patterns * Comparing activity across different days * Supporting staffing decisions ### Agent-Level Hourly Distribution The report may also include an agent-level hourly distribution section. This section shows chat activity by: * Agent username * Month * Date * Hourly time ranges It helps supervisors understand how conversations were distributed across agents and hours. This can be useful when reviewing: * Agent workload by time of day * Busy periods for specific agents * Coverage during working hours * Chat handling patterns across the team ### How to Use the Report The LiveChat report can be used to: * Review conversation volume * Monitor agent performance * Track waiting time * Understand closure reasons * Review chatbot and LiveChat session activity * Identify unassigned sessions * Analyze peak hours * Support team planning and operational decisions ### Important Notes The report data depends on the selected date range. Some columns may be empty or show zero if there was no activity during the selected period. Evaluation-related fields, such as **Average Rating**, depend on whether the evaluation service is enabled and whether customers submitted ratings. Chatbot-related fields depend on whether the chatbot service is enabled for the account. Access to export and view the report depends on the permissions configured by the admin from the Portal. ### Best Practices When reviewing the LiveChat report: * Select the correct date range before exporting. * Review both the general summary and agent-level sections. * Check queue waiting time to understand customer waiting experience. * Review timeout sessions to identify inactive or missed conversations. * Compare agent handling time with the number of chats handled. * Use hourly distribution to identify peak times and plan coverage. * Review average ratings together with closure status and customer feedback when evaluation data is available. ### Next step After learning about the LiveChat report, continue to the **Evaluation Results** page to understand how customer ratings and feedback are reviewed in the Dashboard.