FAQs in this section
What must I do when I need help regarding Vtiger CRM?
What is a service contract?
How can I create a service contract?
How do I create a service appointment for a service contract?
Is there a shortcut to create a service contract?
What do you mean by Live Chats?
What is the Live Chats feature in Vtiger CRM?
Who can use the Live Chats feature?
How do the Live Chats work?
How are Live Chats used in today’s industries?
In which editions of Vtiger CRM is the Live Chats feature available?
What are the benefits of using the Live Chats feature?
What is the Live Chats module?
How do I navigate the Live Chats module?
What is a Private tab in the Vtiger Live Chats module?
How do I install Live Chats feature?
How do I access the Live Chats module?
How do I use the Live Chats?
How do I track the Live Chats?
What social platforms can be integrated with Live Chats?
What are Chat Insights?
What are Chat Ratings and Metrics?
What are Client Ratings and Feedback?
What are Reviewer Ratings and Notes?
What are Chat Metrics?
If I disable an agent from one tracker, will the agent be disabled from other trackers as well?
What are the benefits of Service Contracts?
How do I create a Work Order from a Service Contract?
Can I export my Service Contracts data in the form of a spreadsheet?
How do I export the Service Contract data into a spreadsheet?
Can I import Service Contracts?
What are the chat statuses the Live Chat displays?
Can I add a BCC field to the emails of a Case?
Can I add a BCC field to the emails of an internal ticket?

What kind of metrics can I generate from Live Chats?

Following are the metrics you can generate from Live Chats:
  • Client Message Count: Displays the number of words sent by the client.
  • Agent Message Count: Displays the number of words the agent sends.
  • First Response Time: Displays the time duration the agent takes to provide the first response to the client’s query.
  • Avg Response Time: Displays the average time the agent takes to respond to the client.
  • Max Response Time: Displays the maximum time the agent takes to respond to the client.
  • Duration: Displays the overall duration of the chat from start time to end time.
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