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Metrics & analytics

Support and live chat metrics that matter: response time, CSAT, agent workload and return on investment.

Metrics & analytics · October 24, 2026 · 10 min

Live Chat Transcript Analysis: What to Look For and What to Do About It

How to analyze live chat conversations: the signals hiding in your transcripts, what each one means for your site, bot and team, and how AI insights reports help.

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Metrics & analytics · August 20, 2026 · 7 min

CSAT Score: How to Measure Customer Satisfaction After a Chat

CSAT score for live chat: when to ask for a rating, how to calculate it, average vs percent satisfied, what a good score is, and how to act on low ratings.

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Metrics & analytics · June 30, 2026 · 7 min

Live Chat Metrics: 10 KPIs Every Support Team Should Track

Live chat metrics that matter: ten KPIs from volume and first response time to CSAT and bot handoff rate, how to read them together and run a weekly review.

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Metrics & analytics · May 10, 2026 · 7 min

First Response Time: What It Is, How to Measure and Improve It

First response time in live chat explained: how to calculate it (median vs average), whether bot replies count, what a good target is and 10 ways to reduce it.

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