If you run a support team, you already know chat metrics are everywhere. But which numbers actually matter, and how do you use them to help your team—not just fill out a report? This guide is for managers, team leads, or anyone who wants to cut through the noise and actually improve performance in LiveChat.
Let’s focus on what’s useful, what’s just “dashboard dressing,” and how to set up a system that doesn’t waste your time.
Step 1: Know Which Metrics Actually Matter
LiveChat spits out a ton of data. Here’s what’s worth your attention if you care about team performance:
- First Response Time (FRT): How fast do agents reply to new chats? Customers notice this.
- Average Handle Time (AHT): How long does it take to resolve a chat? Fast isn’t always better—rushed chats can mean sloppy answers.
- Chat Volume: How many chats are coming in? Helps with staffing and seeing trends.
- Customer Satisfaction Score (CSAT): Did the customer rate the chat as good or bad?
- Missed/Unanswered Chats: How many customers left without a reply? Ideally, this is zero.
- Agent Utilization: Are agents busy or twiddling their thumbs?
What to skip:
There are dozens of other metrics (like “agent logins” or “total messages per chat”), but most don’t tell you much about team quality. Stick to what you can act on.
Step 2: Set Up Your Metrics in LiveChat
Time to get your hands dirty. Here’s how to find and customize these metrics:
a) Access Reports & Dashboards
- Go to the Reports section in your LiveChat dashboard.
- You’ll see tabs for Chats, Agents, Customers, and Tickets. Most team performance data is under Chats and Agents.
b) Customize What You See
- Use filters for date ranges, groups, or agents—don’t just look at “all time” data.
- Set up custom views or saved reports for the metrics you care about (like FRT or CSAT by agent).
Pro Tip:
If your team is split by specialty (e.g. billing vs. tech support), set up separate groups in LiveChat. That way, you’re not comparing apples to oranges.
c) Automate Exports
- Schedule regular exports (CSV or Excel) if you plan to crunch numbers elsewhere.
- Some integrations (like with Google Sheets or BI tools) can pull this data automatically, but don’t bother unless you genuinely use those tools.
Step 3: Actually Analyze the Data (Not Just Collect It)
Numbers are only useful if you do something with them. Here’s how to spot trends and real problems:
a) Look for Outliers, Not Just Averages
- If your average first response time is 1 minute, but one agent is always at 5 minutes, dig into why.
- Are there spikes in chat volume at certain times or days? Adjust staffing, don’t just blame “busy days.”
b) Connect CSAT to Chat Transcripts
- Don’t just look at CSAT scores—read the actual chats with low ratings. Was the answer wrong, or was the customer just having a bad day?
- If certain agents always get low CSAT, look for patterns: are they rushing, unclear, or just unlucky with grumpy customers?
c) Track Missed Chats and Follow Up
- One missed chat is annoying. Ten in a row means something’s broken (not enough staff, bad routing, etc.).
- Set up alerts if missed chats spike, so you’re not just finding out at the end of the month.
What doesn’t work:
Obsessing over tiny differences (“Agent A has a 3% higher CSAT than Agent B”) rarely helps. Focus on consistent patterns and big swings.
Step 4: Use Metrics to Improve Team Performance
All the tracking in the world doesn’t matter if you don’t act on it. Here’s how to turn numbers into action:
a) Set Clear, Reasonable Targets
- Don’t just say “get better.” Pick targets that make sense (e.g. “average first response time under 1 minute”).
- Be realistic. If chat volume doubles, don’t expect the same response times with the same headcount.
b) Share Data Transparently
- Show the team how they’re doing—good and bad. People don’t like being blindsided by metrics they never saw.
- Use dashboards or weekly digests, but keep it simple. Nobody wants to read a 20-page PDF.
c) Use Metrics for Coaching, Not Just Punishment
- If someone’s struggling, use chat transcripts and numbers to help—not as a “gotcha.”
- Celebrate wins! If someone has consistently great CSAT, ask them to share what’s working.
d) Adjust Staffing and Schedules
- If chat spikes at lunchtime, adjust shifts. Don’t just tell agents to “work faster.”
- Use real data to make your case for more staff if things are consistently overloaded.
Pro Tip:
Don’t just chase lower handle times. Sometimes a longer chat is a better chat—if the customer leaves happy and doesn’t have to come back.
Step 5: Avoid Common Pitfalls and Distractions
There are a few traps people fall into with chat metrics:
- Chasing Vanity Metrics: High chat volume or response rates look good, but if customers aren’t happy, who cares?
- Ignoring Context: One bad day doesn’t mean someone’s failing. Look for long-term trends.
- Over-automating: Fancy dashboards mean nothing if nobody reads them. Keep reporting simple and actionable.
- Micromanaging: Don’t use metrics to breathe down everyone’s neck. Use them to spot trends and support your team.
Step 6: Iterate, Don’t Overthink
Metrics are a tool, not the whole toolbox. Set up your reports, track the basics, and revisit every couple of months. If you’re spending more time fiddling with dashboards than helping customers or coaching your team, you’re missing the point.
Start simple, see what actually helps, and don’t be afraid to ignore metrics that aren’t giving you real insight. The best teams use data as a flashlight, not a hammer.
Keep it simple. Focus on the numbers that actually help your team get better—and leave the rest for someone else’s spreadsheet.