Reports

The conversation count here is a count of Conversations, not analytics Sessions, so do not add it to the session count in the analytics overview. The page has Overview and Conversion attribution. The conversion definition is in Chat vs no-chat conversion.

ConsoleLive chatReports

Metric definitions

Metric	Definition
Conversations	Conversations started in the selected range
Resolution rate	Resolved divided by conversations
Average first response	Seconds from start until the agent's first reply, then the average. Conversations with no agent reply are left out. A median is shown too
Satisfaction	A score from 1 to 5 within 24 hours after resolve, averaged to one decimal. One score per Conversation
Agent workload	Per person: handled, resolved, replies, average first response, satisfaction, transfers out and in

First response does not include an AI reply. If only the AI answered and no agent ever wrote before resolve, the score is attributed to the AI, not to an agent name.

Each metric shows the change against the previous period. Message counts split visitor messages from agent messages. Offline messages are counted on their own and are not part of resolved. Knowledge base hit rate is the share of questions in the period answered by a direct Q&A match or a retrieved answer. Ranges use the site timezone, not the browser's.

Heatmap and hot pages

The heatmap counts starts by weekday and hour, which you can set against office hours in Hours & offline. Hot pages are the page where the visitor started the chat, without the query string, top 10.

Who can see them

Agent-only members see only their own handling by default. An owner can change this under Agents to hidden or the whole site.

Chat vs no-chat conversion

Past days are stored overnight and today is computed live, so a morning screenshot will not match the evening numbers.

ConsoleLive chatReportsConversion attribution

Definition

Term	Meaning
Visitors that day	Visitors with a pageview that day
Chatted	Visitors who started a Conversation that day and sent at least one message
Reached a goal	Visitors who completed any enabled goal that day. Goals are configured in analytics

The funnel has these three steps: visitors that day, chatted, and reached a goal after chatting. With no goals configured, the third step stays at 0.

The chatted rate is the share of people who chatted and also reached a goal that day. The no-chat rate is, among people who browsed and did not chat, the share who reached a goal. Relative lift is the chatted rate divided by the no-chat rate, minus 1. Hot pages are the address where the chat started, without the query string.

When fewer than 30 visitors chatted, the page says the sample is too small to rely on.

When the join fails

The visitor ID matches analytics, so the same day lines up. On the strict privacy preset the ID rotates daily, and an order on another day is not counted as "goal after chat" for this day. How an analytics Session is cut (idle timeout, midnight) is not part of the rate. Both sides count people, not visits. How to read it is in Analytics + chat together. Identity rules are in Visitors, users & identity.