Stats interface features

Statistics interface offers two data view options:

•Flexible reporting period

•Data grid view

•Timeline data view

Flexible reporting period

To load the statistical data you need to select the period you would like to load the data for:

Reporting period

Please note!: the statistical data starts collecting after the date the statistics collection was enabled in the account.

To properly audit statistics, administrators must understand the underlying data evaluation lifecycle and timing points:

•Reporting periods: Users may select standard intervals (Today, Yesterday, Last 7 Days, Month, All time) or custom date ranges. All calculations, daily partitions, and midnight splits are evaluated relative to the Account Time Zone configured in the account Control Panel on the Account Settings / Regional Settings page.

•Immediate vs.Finalized metrics: A critical distinction exists between call routing and call completion. Chat calls is recorded immediately at server call creation. Conversely, Accepted chats, Missed chats, all Performance Averages (accept time, reply time, messages, duration), and Post-Chat Surveys are evaluated only after final chat-session closure.

•Server settlement window: When a visitor and agent close a chat room, the backend server maintains an active finalization window (approximately 10 minutes) before committing transcript archives, survey submissions, and settled metrics. When auditing live data, allow 10 minutes following the final chat action before reloading the table.

•Cross-midnight chat attribution: If an incoming chat is created at 23:55 on Day 1 and closes at 00:15 on Day 2, its Chat calls increment is attributed to Day 1, while its Accepted chats counter, Average chat duration, and survey scores are finalized and attributed to Day 2.

Data overview

General information overview is available for the whole account, departments and operators. Here is the example of data overview:

Whole account data overview

More detailed view is available in a grid for operators, departments, traffic stats, referrers and chat referrers, here are examples:

Operator data overview example

Grid View

Timeline view

All information presented in the grids can be shown on the timeline by enabling the respective checkbox. The timeline shows more detailed information depending on the selected timeline period.

Timeline view examples

Features supported in the timeline view:

1.Graphics zooming: vertical, horizontal, for both axis

2.Switching timeline detailing

3.Storing timeline view settings

Statistics language

The Provide Support live chat statistics app is available in English, Russian and Chinese. You can choose the interface language by clicking the globe icon in the bottom left corner of the app:

App language