12 Key Live Chat Metrics & KPIs to Measure Agent Analytics (2022)

Live chat is a great communication channel for businesses to handle real-time conversations and deliver higher levels of customer satisfaction. It also provides an easy way for customers to quickly reach out to your business to report their queries and issues.

As per Forrester, “More than 30% of customers expect live chat on your website.”

However, unless you monitor your live chat metrics and KPIs, and have an effective strategy for business growth, it is difficult to find out what is working and what is not. Hence, live chatperformance analytics are essential to evaluate the effectiveness of your live chat and know the areas you need to improve.

The businesses that implement live chat require a thorough understanding of the key performance indicators (KPIs).

12 Key Live Chat Metrics & KPIs to Measure Agent Analytics (1)

Top Live Chat Metrics & Key Performance Indicators (KPIs) to Measure Chat Performance Analytics

As you know, implementing live chat is definitely easy but the tough part is measuring your live chat’s success. By continuous measurement with the chat support metrics and KPIs, you can improve the chat performance experience of your customers as well asthe chat support skills of your team.

Here are the key live chat performance metrics that you should keep an eye on to measure the effectiveness of your live chat on a regular basis.

1. First Response Time (FRT)

First Response Time (FRT) also known as first reply time is a key live chat metric that refers to how long customers with problems have to wait for the initial response of the support agent.

While the first response time measures the average time it takes for the support agent to reply, it is the first step for finding an effective solution. This chat plays a significant role in customer satisfaction. The lower your first response rate, the more satisfied your customers will be, both with your customer service team and with your brand.

Satisfied customers become sticky customers with a higher Customer Lifetime Value (CLTV) making them more profitable for your business. As per Hub Spot Research, “90% of customers are likely to purchase more than once with better customer service.”

12 Key Live Chat Metrics & KPIs to Measure Agent Analytics (2)

Live chat helps to provide real-time support, which is why it is a popular channel preferred for customer communication. Here are some tips on how you can improve live chat response time.

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  • Number of resources – You need to have hired well-trained support agents to handle conversations effectively in real-time.
  • Deploy chatbots – Use AI chatbots to engage customers 24×7 by providing an instant response for the simple queries when your team is busy or unavailable.
  • Use canned responses – Prepare answers for FAQs beforehand and use them during conversations for responding faster.
  • Enable routing – Routing helps to connect the customer with the right agent or department to provide a faster and more effective response.

With REVE Chat and its customer service tools, you will find it easy to improve your first response time. Start a free trial of the top-rated customer engagement tools and start delivering instant responses to users.

2. Total Number of Chats

Total number of chatsrefers to one of the vital lead generation metricsvia live chatthat measures the successful chat sessions from the total number of chats. The more engaged chats indicate that you have engaged your website visitors effectively.

The live chat performance metric also helps you to know the problems and queries your customers are having. When there is an issue with your product or website, you would see a surge in the number of chats initiated.

Here are some tips to be followed:

  • While analyzing if you find that most of the queries are related to particular information, you can create a FAQ page covering all the details or make it appear on the most visited pages.
  • You not only need to check the number of chats but also the content of the chats in the chat history.

3. Average Resolution Time (ART)

Average Resolution Time (ART) refers to the average time taken by the support agents to close the conversations. Also known as the average handle time, the chat metric helps to measure customer satisfaction.

The lesser chat resolution time indicates that less time was used to resolve the issues and it has a negative impact on the customer satisfaction rate.

The higher is the average handle time means the customers are waiting a long time in between responses. That might mean that your agents are handling too many chats at once, or just juggling too many tasks. Focus on managing your chat queue more efficiently, additional training or guidance to address issues quicker.

Live chat empowers you to connect and acquire first-hand customer information in real-time. The agents can use different engagement tools (co-browsing & video chat) to resolve the issues in the first contact.

You can follow the below tips to maintain the ART chat KPI:

  • Integrate your live chat at the places your customers hang on the most.
  • Train your agents with strong interpersonal skills to handle chats effectively.
  • Use canned responses to deliver faster replies to customer FAQs.
  • Rout the chats across the right team for quicker response.

4. Chat to Conversion Rate

Live chat is a great channel for lead generation. 38% of customers have said that they have ended up making a purchase due to a good live chat session. By providing real-time assistance to sales queries, live chat helps in converting sales leads by maximizing your return on investment (RoI).

The chat to conversion rate metric means the total number of visitors converted, out of the total number of visitors who hand chatted with a live chat agent.

Tracking this chat metric can be a good indicator to know if the efforts made by agents are effective or not. The successful conversion can vary with business goals. It can be a purchase, a sign-up for the newsletter, or just attending a webinar.

(Video) Digital Marketing Metrics & KPI's Explained (With Examples) 2022

You can follow the below tips to increase conversion rates.

  • Start a proactive chat with customers when they are on a specific page and resolve all their queries.
  • You can trigger personalized welcome messages when visitors land on your website.
  • Use AI chatbots to qualify leads by asking preset questionnaires and transfer to the sales team.

5. First Contact Resolution Rate (FCR)

The Ascent Group research shows that 60% of companies that measure FCR for 1+ year report a 1 to 30% improvement in their performance.

First call resolution (FCR) is an important call center metric that measures the ability to resolve customer problems, questions or needs the first time they call, with no follow-up required.

FCR is almost always associated with customer satisfaction – the higher your first contact resolution rate, the more satisfied your customers tend to be and drives customer loyalty.

The call center metric measures how effectively your service desk conducts its business and is a function of many factors, including the complexity and types of transactions handled, the experience of your agents, the quality of agent training, and the tools that are available to your agents.

Live chat is the most preferred channel as it provides real-time analytics that helps to deliver effective answers to customer queries and increase customer satisfaction.

Here are some tips on how live chat KPI can improve performance:

  • Train your support agents – After setting your business goals, agent training is the most important step in achieving improved FCR.
  • Measure on multiple channels – A high FCR on phone calls, but a lower on chats is not a good sign. Make sure you are measuring across all communication channels.

6. Customer Satisfaction Score (CSAT)

The Customer Satisfaction Score (CSAT) is the most popular customer experience metric that directly measures customer satisfaction levels. A CSAT survey usually showcases a question asking clients how satisfied they are with a certain service, product, or interaction with your brand.

Here’s an example of a CSAT question:

12 Key Live Chat Metrics & KPIs to Measure Agent Analytics (3)

The chat metric helps in gauging the ‘happiness’ resulting from recent customer service interactions, which is valuable information, especially when you have added or updated new features and need to track the results.

7. Net Promoter Score (NPS)

Net Promoter Score (NPS) is a customer loyalty metric that measures customer satisfaction using an index that ranges from -100 to 100. The key metric helps to find out:

(Video) Metrics that Matter | Chat Metrics

  • How satisfied customers are your products, services, and solutions
  • How loyal they are towards your business
  • How likely they are to recommend your brand to their family and friends

NPS surveys have a common to asks customers i.e. how likely they are to recommend your products, services, or brand to other people.

12 Key Live Chat Metrics & KPIs to Measure Agent Analytics (4)

Based on the scores, customers are further categorized into three categories: detractors (0-6), passives (0-8), and promoters (9 or 10). and the NPS score is calculated.

Hence, you have to prepare the right set of questionnaires for the right group for collecting honest feedback. HBR says acquiring a new customer is anywhere from 5 to 25 times more expensive than retaining the existing one.

Some tips you can follow:

  • Engage with detractors to find what went wrong, why are they not happy with your product or service.
  • Be in touch with your promoters to know what can be improved as they are more open to feedback as compared to detractors.

8. Average Wait Time

The longer you make your customers wait, the less important they feel. Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a call center metric for the same reason.

Average Wait Time (AWT), also known as Average Speed of Answer (ASA), is the average time a customer has to wait in a queue. The wait time differs based on average handle time. American Express study found that the maximum amount of time callers was willing to wait was a whopping 13 minutes.

Measuring waiting or queue time helps to understand whether your chat support is over-utilized and may not perform effectively. With live chat, you can handle multiple chats simultaneously that reduces the queue time significantly.

Here are the key ways you can reduce the wait time:

  • Increase the number of concurrent chats an agent is currently allowed to handle.
  • Automatically route the chats to across the right departments for faster responses.
  • Use canned messages to reduce response time and reduce the chat duration.

9. Website Visitors to Chats

Websites are one of the main sources for businesses to acquire leads. By implementing live chat, prospects can be converted into leads by proactive engagement with personalized messages at the right time.

Tracking this chat performance metric helps in identifying the number of visitors converting successfully out of the total number of website visitors. If the conversion rate is low, it means you have to improve your website engagement strategies.

Assisting customers in real-time develops trust and improves the brand experience.

(Video) Key metrics to measure the success of customer support

10. Missed Chats

Another live chat KPI that is essential to track the missed out chats. The main purpose of live chat is to use the power of analytics and make it actively available to your prospects and customers. If you are missing out on chats for whatever may be the reason, it has a negative impact on your brand reputation.

INC says, “51% of consumers say a business needs to be available 24×7.”

Missed chats are gone opportunities for you to engage with customers and prospects. It mainly depends upon your availability. If your team is missing a lot of chats it means you do not have enough resources to handle chat conversations effectively or the agents are not deployed at the specific time.

Here are key tips to combat the missed conversations scenario:

  • You can use chatbots to engage customers 24×7 to answer FAQs as not all conversations require manual support.
  • Balance the chat conversations with bots and humans – Let bots handle the basic queries and complex queries by support reps.

11. Tags

Tags help you to understand what common queries are coming to live chat. If we are getting many chats where the topics are about shipping info, sales-related query, demo schedule, pricing, etc, then it shows that the information is not clear to the customer on the website.

It is good to use chat tags as a live chat metric as it gives you information about what are the areas you need to improve.

For e.g. Out of 30 tags received, say 10 are for shipping duration, 10 are for pricing. It means you provide relevant information about shipping time and pricing on the support section to provide customers all details in one go.

12. Total Number of Tickets

Total tickets track all tickets in your support queue over a period of time. Tracking the number of tickets is another live chat KPI that measures agent performance in handling support tickets. It is crucial to monitor from out of total chats assigned, how many of them were solved, and, more importantly, how many of them are still pending.

Based on the evaluation, you can learn how capable are your agents to resolve the tickets. This will help you to decide the need for additional resources for a ticket-solving team or not and if there are any complex issues.

Final Thoughts on Live Chat Metrics & Analytics

Providing live chat support will help you connect with customers, improve their overall experience, and boost conversion. To accomplish all of these goals, measuring live chat metrics and analytics play a key role to improve your customer experience.

You can sign up to get the right support tools and add great value to your customer engagement effort.

Following the agent performance metrics and live chat support KPIs, you can deliver an amazing chat experience and gain more satisfied customers and accelerate the growth of your business.

(Video) How to Develop Key Performance Indicators


What are the KPI in chat process? ›

There are two chat KPIs to manage here. The first is the average number of chats your team takes overall per day. This can help you to plan team numbers and understand roughly how many chats an agent is likely to handle per day. The second is the number of chats an individual agent takes on.

What are chat metrics? ›

The chats per day metric breaks down the total volume metric into how many conversations via chat you received each day of your business week. It helps you manage staffing volumes and understand when your customers or prospects are most active on your website.

What are the KPIs of WhatsApp? ›

Key performance indicators or KPIs are performance measurements that indicate the effectiveness of your WhatsApp chat process. Measuring KPIs involve tracking important WhatsApp live chat statistics to make sure that goals and benchmarks set are achieved and your customers are happy.

What are the best KPIs for customer service? ›

Here are the 15 most important Customer Service KPI Metrics:
  1. Customer Satisfaction Score (CSAT) ...
  2. Customer Effort Score (CES) ...
  3. Employee Satisfaction Score (ESAT) ...
  4. Total Tickets and Tickets Per Customer. ...
  5. Volume by Channel. ...
  6. First Response Time (FRT) ...
  7. Average Handle Time (AHT) ...
  8. First Contact Resolution.
31 Aug 2022

How is live chat success measured? ›

Here are the key live chat performance metrics that you should keep an eye on to measure the effectiveness of your live chat on a regular basis.
  1. First Response Time (FRT) ...
  2. Total Number of Chats. ...
  3. Average Resolution Time (ART) ...
  4. Chat to Conversion Rate. ...
  5. First Contact Resolution Rate (FCR) ...
  6. Customer Satisfaction Score (CSAT)
21 Mar 2022

What are the 18 key customer service metrics? ›

Look closely and you'll find out how well your customer service team is performing.
  • Average Issue Count (Daily/Weekly/Monthly) ...
  • First Response Time. ...
  • Average Resolution Time. ...
  • Number of Interactions per Case. ...
  • Issue Resolution Rate. ...
  • Preferred Communication Channel. ...
  • Rate of Answered Calls. ...
  • Average Handle Time.
8 Nov 2022

What are the 4 metrics of customer service? ›

The 4 Key Metrics for Customer Service
  • The Customer Feedback metric.
  • The Service Efficiency Metric.
  • Quality, Consistency and Compliance.
  • Employee Engagement.
  • All together in real-time.
24 May 2019

What KPI used for social media? ›

Social media KPIs are the metrics used to determine if a business's social media marketing strategy is effective. Basically, they're tracked data related to a company's presence on individual platforms like Facebook, Twitter or Instagram, or across all social platforms collectively.

What are the top 5 KPIs you would track? ›

  • Net Profit. A simple and easy place to start with a KPI for small business is to track your net profit over time. ...
  • Net Profit Margin. Your profit margin, also known as your net profit margin, is used to measure how profitable your business is. ...
  • Quick Ratio. ...
  • Customer Acquisition Cost. ...
  • Lifetime Value of a Customer.

What are the 10 characteristics of good KPI? ›

KPI 101
  • Relevant. Indicators should be relevant to the organization. ...
  • Clear definition. A performance indicator should have a clear and intelligible definition in order to ensure consistent collection and fair comparison. ...
  • Easy to understand and use. ...
  • Comparable. ...
  • Verifiable. ...
  • Cost effective. ...
  • Attributable. ...
  • Responsive.

What are the 3 types of KPIs? ›

Types of KPIs include: Quantitative indicators that can be presented with a number. Qualitative indicators that can't be presented as a number. Leading indicators that can predict the outcome of a process.

What makes a great live chat agent? ›

It's short and simple: Short sentences and simple words are easy to read and understand, making for an excellent live chat experience. It's human: The best agents use interjections ('Ohh,' 'Phew,' 'Woops'), contractions ('you are' -> 'you're'), and emojis to make chat look like a regular human interaction.

What makes a good live chat agent? ›

Agents have to be efficient with computers, be quick to respond and have to have knowledge of any computer software used by your business, as well as your company's products or services. Agents should strive to be helpful, communicate professionally, and close live chat sessions with customers politely.

What is effective live chat? ›

Keep conversations short and to the point

Live chat conversations are effective because they are quick and easy to consume. Instead of writing a lengthy paragraph during the ongoing conversation that may include all solution steps, it is better to break it into simple sentences. For example, “OK, I'll explain”

How do you create a KPI list? ›

Setting SMART KPIs

Specific: be clear about what each KPI will measure, and why it's important. Measurable: the KPI must be measurable to a defined standard. Achievable: you must be able to deliver on the KPI. Relevant: your KPI must measure something that matters and improves performance.

What are 5 performance measures? ›

There are five specific types of measures that have been identified, defined and will be applied throughout Iowa state government: input, output, efficiency, quality and outcome.

How do KPIs measure customer service? ›

How to measure customer satisfaction KPIs
  1. Customer Satisfaction Score (CSAT)
  2. Net Promoter Score®
  3. Customer Effort Score.
  4. Overall satisfaction.
  5. External and industry benchmarks.
  6. Brand attributes.
  7. Ask for feedback.
  8. Take a customer-centric approach.

How do you measure KPI for customer experience? ›

It can be calculated by dividing the total time taken to send the first response by the number of tickets responded to in a given period. Average 1st response time – customer experience KPI.

What are the 7 metrics? ›

The AHA's website at heart.org has a wealth of information to help you and your employees improve Life's Simple 7 metrics.
  • Stop Smoking. Cigarette smokers have a higher risk of developing cardiovascular disease. ...
  • Eat Better. ...
  • Get Active. ...
  • Lose Weight. ...
  • Manage Blood Pressure. ...
  • Control Cholesterol.

What are the 6 key elements of customer service? ›

6 Key Elements to Include in Your Customer Service Strategy
  • A Company-Wide Mission.
  • A Recruitment Process to Hire The Right People.
  • A Commitment to Ongoing Training.
  • A Customer Service Policy.
  • A Focus on Empowering Your Team.
  • An Effective Feedback Loop.
17 Apr 2020

What are the three A's of metrics? ›

Actionable metrics have the 3 A's: actionable, accessible, and auditable.

What are examples of metrics? ›

Examples of Metrics

Key financial statement metrics include sales, earnings before interest and tax (EBIT), net income, earnings per share, margins, efficiency ratios, liquidity ratios, leverage ratios, and rates of return. Each of these metrics provides a different insight into the operational efficiency of a company.

What are the 5 marketing metrics? ›

Are you watchful of these 5-marketing metrics as a marketer?
  • Total number of conversions. The conversions are the visitors that convert into records for your marketing database and let you focus on what truly matters. ...
  • Reach & Engagement levels. ...
  • Conversion rate by channel. ...
  • Cost per sale/acquisition. ...
  • Return on investment.

What are 3 metrics of evaluation? ›

Metrics like accuracy, precision, recall are good ways to evaluate classification models for balanced datasets, but if the data is imbalanced then other methods like ROC/AUC perform better in evaluating the model performance.

What are the 4 metrics used to track and analyze their social media activities? ›

The most common and often important metrics to pay attention to are engagement, impressions and reach, share of voice, referrals and conversions and response rate and time. These combined will give you a 360º view of your social media performance.

What are KPIs in digital media? ›

Digital Marketing KPIs or Key Performance Indicators are quantifiable goals that help you to track and measure success. In a changing marketing landscape, such as today in the era of digital disruption, it's more important ever to plan your short-term and long-term KPIs.

What are the three types of KPIs for digital media? ›

We find that most clients have three major types of goals they're looking to achieve with their social media analytics, revolving around: Awareness. Engagement. Conversion.

What are the top 3 social media marketing metrics to track in 2022? ›

Social media scheduling tool

Track the total number of followers. Discover different engagement metrics, including Facebook engagement metrics. Measure the click-through rate of your social posts. Track social traffic.

What are the main KPIs in digital marketing? ›

Marketing KPI (Key Performance Indicator) is a measurable value that marketers use to evaluate success across all marketing channels. Popular marketing KPIs include Cost Per Lead (CPL), Marketing Qualified Leads (MQL), Cost Per Acquisition (CPA), and Website Visits Per Marketing Channel.

What are communications KPIs? ›

KPIs, or key performance indicators, are quantifiable values that can deliver internal communication metrics and tell you what's working—and what's not—for your business.

What are the 4 components of a KPI? ›

The key components of a KPI are: Performance Measure. Performance Status Indicator. Threshold Level.

What is your KPI in BPO? ›

A key performance indicator (KPI) is a critical indicator of the progress of business processes in reaching their objectives. It is used by different organizations at different levels to evaluate each professional services that contribute to the progress of the company and its overall performance.

How is KPI measured in communication? ›

Set basic internal communication KPIs

Internal communication KPI examples may include: Tracking open rates and click rates in email communications. Counting page views on intranet pages. Measuring the number of shares, likes and other interactions on your corporate social media.

What are KPIs tools? ›

WHAT ARE KPI TOOLS? KPI tools are a business reporting solution used by companies to track, monitor, and generate actionable insights from key performance indicators specific to the company's business objectives to achieve sustainable business development and, ultimately, profit.

What is a KPI provide an example? ›

KPIs, or key performance indicators, should relate to a specific business outcome with a performance measure. Let's look at an example of how to set a KPI: Your business objective is to increase your monthly recurring revenue—so, your team sets a sales growth KPI.

How do you measure performance of an agent? ›

The Agent Performance KPI measure the performance of help desk agents by tracking how they perform on key metrics, such as call handled, first-call resolution, and customer sentiment. This KPI is used to identify which help desk agents are performing well, and which ones are performing poorly.

What are KPI examples for employees? ›

Examples of key performance indicators employees might use to track their own development include:
  • Personal targets such as sales quotas.
  • Project completion within a certain time frame.
  • Units processed or issues resolved a day, week, month, etc.
  • Speed of work.
  • Customer satisfaction.
  • Job satisfaction.
  • Absenteeism.

What is the most important KPI to track? ›

The Most Important KPIs to Track
  1. Sales Growth. There is no surprise that sales growth is seen as one of, if not, the most important KPIs for marketing managers and businesses in general. ...
  2. Leads. ...
  3. Return on Investment (ROI) ...
  4. Lifetime Value of a Customer (LTV) ...
  5. Customer Acquisition Cost (CAC) ...
  6. Conversion Rate.
20 Oct 2022


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