How to Track Chat Availability and Online Hours by Department
This article explains how to track chat availability and monitor online hours for your chat support in LiveAgent.
Overview
LiveAgent does not provide a dedicated report that shows online hours for individual chat buttons or widgets. However, you can track chat availability and online hours at the department level using the Chat Availability report feature. Since each chat button is assigned to a specific department, this approach allows you to monitor your chat support availability effectively.
Tracking Chat Availability by Department
Prerequisites
- Each chat button or widget should be assigned to a specific department
- Access to the Reports section in your LiveAgent account
How to View Chat Availability
- Navigate to Reports in your LiveAgent dashboard
- Go to Chats section
- Select Chat Availability
- Choose your desired time range
- Filter the data by department as needed
Important Limitation
The Chat Availability report only shows overall chat availability and availability in % of an hour. It doesn't show metrics as messages, count, or response times. These reports store data only for 30 days.
Best Practices
- Map each chat button to a separate department if you need to track availability per button
- Use the Chat Availability report regularly to monitor chat support performance
- Filter reports by time range to identify peak support hours and availability gaps
- Review missed chats to identify periods when your team may have been offline
Related Features
- Department Report - Track performance metrics by department
- Channel Report - Analyze usage across all communication channels
- Business Hours - Configure your support availability schedule
Learn More
For more detailed information about availability reports, visit: Availability Reports Documentation