Reports

Google Business Messages (GBM) will be discontinued by Google on July 31, 2024. After this date, customers can't use GBM to let users engage with brands through any of the Google entry points or third-party channels.

LiveChat Google Business Messages Reports

You can filter out LiveChat reports by Google Business Messages channel with a designated filter. You can give it a go in by using the Total chats report and Chat duration report offered by LiveChat!

Total chats report

View how many chats are coming your way on a particular day and time. It’s handy to see if your efforts to increase/decrease the number of chats are working and to estimate how many agents you need on a specific shift.

Chat duration report

This report shows the average chat duration for a given period and compares agent chatting time with the entire chat duration.

• Agent chatting time – shows how much time agents spend chatting with customers.

• Chat duration – includes the chatting time of your agents, the chatting time of bots, and the time spent in queues.

Check the total average and compare it to the average of a specific agent to see if they take an appropriate amount of time to solve cases.