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Visibility beyond installation
The business can evaluate what happens after the widget goes live. That helps turn chat from a decorative website feature into a customer service process someone owns and maintains.
Website live chat · Live chat analytics
See where website conversations need attention.
Use SAYLS Live Chat analytics and workspace views to understand how website conversations reach your team. Review available session and agent information, then turn what you learn into a better visitor experience.
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See the task in actionWebsite chat
Live chat reportingYOUR WORKFLOWACTIVITY, WITH CONTEXTYour activity review
EarlierRecent
Activity overviewReview the available data
Review available visitor and conversation activity.
The task behind the feature
When a chat widget is visible but the service is not
A busy widget does not tell you how the team is doing.
Installing a chat button does not tell you whether visitors receive useful help. A team needs to understand the conversations arriving, the state of those sessions and how agents are operating. Analytics provides a starting point for that review, while real conversation examples explain why a number changed and what action would make the service better.
See how the pieces fitFrom information to a decision
Look at the activity behind the widget.
Start withOne review of visitor and conversation activity
- 01
Review the relevant website activity
Open the live chat analytics workspace and examine the available period and conversation information. Keep the website or widget context in mind when comparing different visitor experiences.
- 02
Connect metrics with actual sessions
Inspect conversations and agent views alongside the summary information. Look for practical issues such as unclear visitor expectations or a gap between incoming requests and staff availability.
- 03
Make one service improvement
Adjust staffing, widget wording or the information on a frequently questioned page. Review the next period after the change instead of treating a dashboard number as an improvement on its own.
Turn the review into a useful next action.
Read the available session and conversation reporting alongside the work your team is handling.
Why this is useful in practice
See where website conversations need attention.
More informed team conversations
Available session and agent information gives colleagues a common starting point for discussing workload. Use it to identify support needs and workflow problems rather than drawing conclusions without context.
A link between service and content
Repeated website questions can reveal information that is hard to find. The team can improve a page or a standard explanation, reducing avoidable confusion before the next visitor needs to ask.
Choose a useful starting point
Questions to bring to your chat review
- Review the effect of changing agent coverage.
- Understand which visitor conversations need attention.
- Improve a page that repeatedly causes the same question.
Your first useful workflow
Try live chat analytics with your team.
Review available visitor and conversation activity. Start with one review of visitor and conversation activity and review the result before choosing a plan.
A little clarity goes a long way
A little clarity goes a long wayA little more about live chat analytics.
Understand the setup, the costs and the next step before you decide.
01Does the dashboard measure every part of customer satisfaction?
No. Activity metrics and session states show part of the service picture. Read actual conversations and seek appropriate customer feedback before claiming the service is better or worse.
02Can I use analytics without a live chat setup?
The reports rely on the supported live chat activity recorded for your workspace. Install and test the widget and agent workflow first so you have meaningful information to review.
03Do analytics automatically improve conversion?
No. They help identify a useful question or issue. A business improvement still requires an action, such as clearer content, more appropriate availability or a better response process, followed by review.
Connect the useful pieces
What works alongside live chat analytics?
Website live chat
Website live chat
SAYLS Live Chat lets visitors ask questions in their browser while your team works from a shared agent workspace.
Explore this featureWebsite live chat
Offline enquiries
Keep website enquiries organised when a live conversation is not possible.
Explore this feature
Customer management
Team & permissions
Add staff and define what they can do in SAYLS.
Explore this feature