Useful live chat metrics include total and unique visitors, chats started, waiting and missed chats, first-response time, resolution time, messages per conversation and customer ratings. For hybrid support, also track AI resolution and human takeover rates. Segment metrics by website, time period, agent, device and conversation status. This helps distinguish a system-wide problem from a single site or shift. Avoid collecting analytics without a purpose. Retention and privacy settings should reflect the information the business genuinely needs.
Put these ideas into practice.
Create a workspace and test live chat on your own website.