There are two sections under Live Chat Analytics, the Dashboard and Missed Chats tabs.


Dashboard Tab

The following charts/data points are available on the Dashboard tab to help review Live Chat statistics.

  • Chats (All-time)
  • Chats per day
  • Chats by hour
  • Chats by day
  • Avg. Wait Time
  • Avg. Chat session length
  • Avg. Response Time
  • Chats per Agent
  • Avg. Interactions Per Conversation
  • Missed Chats


Missed Chats Tab


Missed Chats are counted based on the following criteria:

  • If a live chat participant requests live chat and then leaves before connecting with a Live Chat agent 

  • A Live Chat agent logs off before engaging with a live chat participant that was waiting in the queue, and no other Live Chat agents are online 

  • A live chat participant requests live chat and then decides to leave a message before connecting with a Live Chat agent


The Missed Chats tab shows the following analytics:

  • Missed Chats Per Day
  • Total Missed Chats
  • Average Per Day
  • Average Per Agent
  • Missed Chats By Hour
  • Missed Chats By Day
  • Missed Chats By Agent


Review the Ocelot User Roles & Permissions article to see what statistics agents can view based on their permissions.