CINXE.COM

<!DOCTYPE html> <html lang="en" dir="ltr"><head> <meta charset="UTF-8"> <meta name="viewport" content="width=device-width, initial-scale=1"> <meta http-equiv="X-UA-Compatible" content="ie=edge"> <title>Discrepancies and improvements in LiveChat reports | LiveChat Help Center</title> <meta name="description" content="Find out what are the possible discrepancies in LiveChat reports and what do they mean! Because not all discrepancies are bad."> <link rel="canonical" href="https://www.livechat.com/help/discrepancies-in-livechat-reports/"> <link rel="alternate" hreflang="en" href="https://www.livechat.com/help/discrepancies-in-livechat-reports/" /> <script type="application/ld+json"> { "@context": "https://schema.org", "@graph":[{"@type":"Organization","address":[{"@type":"PostalAddress","addressCountry":"US","addressLocality":"Boston","addressRegion":"Massachusetts","postalCode":"02110","streetAddress":"101 Arch Street, 8th Floor"},{"@type":"PostalAddress","addressCountry":"PL","addressLocality":"Wrocław","addressRegion":"dolnośląskie","postalCode":"53-033","streetAddress":"Zwycięska 47"}],"brand":{"description":"Secure \u0026 user-friendly web communication app. Join over 37,000+ companies from 150 countries that use LiveChat. Try now, chat for free!","name":"LiveChat","url":"https://www.livechat.com"},"contactPoint":{"@type":"ContactPoint","areaServed":"Worldwide","availableLanguage":"English","contactType":"Customer Support"},"description":"AI-powered technology for customer service software","logo":"https://www.livechat.com/icon-512.png","name":"Text, Inc.","sameAs":["https://www.facebook.com/livechat","https://www.instagram.com/livechat/","https://www.linkedin.com/company/livechat/","https://www.pinterest.com/livechat/","https://x.com/TextPlatform","https://www.wikidata.org/wiki/Q6658155","https://en.wikipedia.org/wiki/Text_(company)","https://www.youtube.com/@text_official"],"subOrganization":{"@type":"Product","aggregateRating":{"@type":"AggregateRating","bestRating":"5","ratingCount":"1675","ratingValue":"4.6","reviewCount":"1675","worstRating":"1"},"name":"LiveChat","offers":{"@type":"AggregateOffer","highPrice":"59","lowPrice":"0","offerCount":"8","priceCurrency":"USD"},"sameAs":["https://www.facebook.com/livechat","https://www.instagram.com/livechat/","https://www.linkedin.com/company/livechat/","https://www.pinterest.com/livechat/","https://x.com/livechat","https://www.wikidata.org/wiki/Q1763653","https://en.wikipedia.org/wiki/LiveChat","https://www.youtube.com/livechat"],"url":"https://www.livechat.com"},"url":"https://text.com"},{"@type":"WebPage","description":"Find out what are the possible discrepancies in LiveChat reports and what do they mean! Because not all discrepancies are bad.","name":"Discrepancies and improvements in LiveChat reports","url":"https://www.livechat.com/help/discrepancies-in-livechat-reports/"},{"@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","item":"https://www.livechat.com","name":"Home","position":1},{"@type":"ListItem","item":"https://www.livechat.com/help/","name":"Help Center | LiveChat Support","position":2},{"@type":"ListItem","item":"https://www.livechat.com/help/discrepancies-in-livechat-reports/","name":"Discrepancies and improvements in LiveChat reports","position":3}]}]} </script> <link rel="sitemap" type="application/xml" title="Sitemap" href="/sitemap.xml"> <link rel="icon" href="/favicon.ico"> <meta property="og:locale" content="en_US" /> <meta property="og:type" content="article" /> <meta property="og:title" content="Discrepancies and improvements in LiveChat reports | LiveChat Help Center" /> <meta property="og:description" content="Find out what are the possible discrepancies in LiveChat reports and what do they mean! Because not all discrepancies are bad." /> <meta property="og:url" content="https://www.livechat.com/help/discrepancies-in-livechat-reports/" /> <meta property="og:site_name" content="LiveChat" /> <meta name="twitter:card" content="summary_large_image" /> <meta name="twitter:description" content="Find out what are the possible discrepancies in LiveChat reports and what do they mean! Because not all discrepancies are bad." /> <meta name="twitter:title" content="Discrepancies and improvements in LiveChat reports | LiveChat Help Center" /> <meta name="twitter:site" content="@LiveChat" /> <meta property="og:image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1561983078/help/Chat-conversion-vs-chat-greetings.png" /> <meta name="twitter:image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1561983078/help/Chat-conversion-vs-chat-greetings.png" /> <script src="https://cdn.livechatinc.com/partners/tracking/track.js" async></script> <script> dataLayer = [{ 'contentAuthor': 'Krzysztof Kraus', 'contentTTR': 8 , 'contentCategory': 'Use LiveChat', 'contentSubcategory': 'Reports ', 'contentDate': '2023-11-15' }]; </script> <script> if ( typeof window.__PRERENDER_INJECTED === "undefined" ) { (function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start': new Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0], j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src= 'https://www.googletagmanager.com/gtm.js?id='+i+dl;f.parentNode.insertBefore(j,f); })(window,document,'script','dataLayer','GTM-M6FDC2X'); } </script> <link rel="preload" as="style" href="/dist/css/main.a7d7672955176c1f8276061c87773731725216b7b6b19dedddacbea61e57cc9a.css"> <link rel="stylesheet" href="/dist/css/main.a7d7672955176c1f8276061c87773731725216b7b6b19dedddacbea61e57cc9a.css"> <script src="https://tag.clearbitscripts.com/v1/pk_f4416cc27c888d4829d81383402d5730/tags.js" async></script> <script>!function(e){var n="https://s.go-mpulse.net/boomerang/";if("False"=="True")e.BOOMR_config=e.BOOMR_config||{},e.BOOMR_config.PageParams=e.BOOMR_config.PageParams||{},e.BOOMR_config.PageParams.pci=!0,n="https://s2.go-mpulse.net/boomerang/";if(window.BOOMR_API_key="8L66E-G78CE-AA2C4-Y3KRA-CM3E6",function(){function e(){if(!o){var e=document.createElement("script");e.id="boomr-scr-as",e.src=window.BOOMR.url,e.async=!0,i.parentNode.appendChild(e),o=!0}}function t(e){o=!0;var n,t,a,r,d=document,O=window;if(window.BOOMR.snippetMethod=e?"if":"i",t=function(e,n){var t=d.createElement("script");t.id=n||"boomr-if-as",t.src=window.BOOMR.url,BOOMR_lstart=(new Date).getTime(),e=e||d.body,e.appendChild(t)},!window.addEventListener&&window.attachEvent&&navigator.userAgent.match(/MSIE [67]\./))return window.BOOMR.snippetMethod="s",void t(i.parentNode,"boomr-async");a=document.createElement("IFRAME"),a.src="about:blank",a.title="",a.role="presentation",a.loading="eager",r=(a.frameElement||a).style,r.width=0,r.height=0,r.border=0,r.display="none",i.parentNode.appendChild(a);try{O=a.contentWindow,d=O.document.open()}catch(_){n=document.domain,a.src="javascript:var d=document.open();d.domain='"+n+"';void(0);",O=a.contentWindow,d=O.document.open()}if(n)d._boomrl=function(){this.domain=n,t()},d.write("<bo"+"dy onload='document._boomrl();'>");else if(O._boomrl=function(){t()},O.addEventListener)O.addEventListener("load",O._boomrl,!1);else if(O.attachEvent)O.attachEvent("onload",O._boomrl);d.close()}function a(e){window.BOOMR_onload=e&&e.timeStamp||(new Date).getTime()}if(!window.BOOMR||!window.BOOMR.version&&!window.BOOMR.snippetExecuted){window.BOOMR=window.BOOMR||{},window.BOOMR.snippetStart=(new Date).getTime(),window.BOOMR.snippetExecuted=!0,window.BOOMR.snippetVersion=12,window.BOOMR.url=n+"8L66E-G78CE-AA2C4-Y3KRA-CM3E6";var i=document.currentScript||document.getElementsByTagName("script")[0],o=!1,r=document.createElement("link");if(r.relList&&"function"==typeof r.relList.supports&&r.relList.supports("preload")&&"as"in r)window.BOOMR.snippetMethod="p",r.href=window.BOOMR.url,r.rel="preload",r.as="script",r.addEventListener("load",e),r.addEventListener("error",function(){t(!0)}),setTimeout(function(){if(!o)t(!0)},3e3),BOOMR_lstart=(new Date).getTime(),i.parentNode.appendChild(r);else t(!1);if(window.addEventListener)window.addEventListener("load",a,!1);else if(window.attachEvent)window.attachEvent("onload",a)}}(),"".length>0)if(e&&"performance"in e&&e.performance&&"function"==typeof e.performance.setResourceTimingBufferSize)e.performance.setResourceTimingBufferSize();!function(){if(BOOMR=e.BOOMR||{},BOOMR.plugins=BOOMR.plugins||{},!BOOMR.plugins.AK){var n=""=="true"?1:0,t="",a="bdpnbetilbdjez2blanq-f-6eeb6b244-clientnsv4-s.akamaihd.net",i="false"=="true"?2:1,o={"ak.v":"39","ak.cp":"940527","ak.ai":parseInt("603696",10),"ak.ol":"0","ak.cr":0,"ak.ipv":4,"ak.proto":"http/1.1","ak.rid":"41865c5","ak.r":40747,"ak.a2":n,"ak.m":"b","ak.n":"essl","ak.bpcip":"8.222.208.0","ak.cport":34938,"ak.gh":"104.88.70.124","ak.quicv":"","ak.tlsv":"tls1.2","ak.0rtt":"","ak.0rtt.ed":"","ak.csrc":"-","ak.acc":"reno","ak.t":"1732335643","ak.ak":"hOBiQwZUYzCg5VSAfCLimQ==LoWWZgB2Zznjjkp+rmphpqd8kOxnSJhe/l6AjakTkrF5IOTQ7n7moYiGMNHTvkc5k7etlWw8vpmB971SDxn+hmkw9DjqzhpW3yobl69PAZHUjBnip6H00lm+2uDeBxxDScVZe5DT3PUZ3T/1H6JD49h52DeQopp2eX+PXWmh/QeYbgOD7FPLitGJ3ipXxn+zhC7xR3bMLbO3Gkmvnn3x/ODbjU/LBss5chnMf+x4vm1G4CqYbeCCER7AK7YNXKghNqr+UYhmV7IFv1HHBVwbo44aX+rmacRxdnf1lveiBe9bXXxX2aAS8NKUmssUCrzDNwxHea+Rem2AiTkWod0r4UkrxpXQ10liW8KZJCzoKsCSTwDhNTEW6Q+3RMNOhBv6dupECvYzCAmxbIqQxFft8GscveEXFbDBf8bjNNUrqi4=","ak.pv":"43","ak.dpoabenc":"","ak.tf":i};if(""!==t)o["ak.ruds"]=t;var r={i:!1,av:function(n){var t="http.initiator";if(n&&(!n[t]||"spa_hard"===n[t]))o["ak.feo"]=void 0!==e.aFeoApplied?1:0,BOOMR.addVar(o)},rv:function(){var e=["ak.bpcip","ak.cport","ak.cr","ak.csrc","ak.gh","ak.ipv","ak.m","ak.n","ak.ol","ak.proto","ak.quicv","ak.tlsv","ak.0rtt","ak.0rtt.ed","ak.r","ak.acc","ak.t","ak.tf"];BOOMR.removeVar(e)}};BOOMR.plugins.AK={akVars:o,akDNSPreFetchDomain:a,init:function(){if(!r.i){var e=BOOMR.subscribe;e("before_beacon",r.av,null,null),e("onbeacon",r.rv,null,null),r.i=!0}return this},is_complete:function(){return!0}}}}()}(window);</script></head> <body> <noscript><iframe src="https://www.googletagmanager.com/ns.html?id=GTM-M6FDC2X" height="0" width="0" style="display:none;visibility:hidden"></iframe></noscript> <div class="b--u-py-1 u-bg-accent c-announcement u-hidden" data-controller="announcement" data-namespace="website-livechat"> <div class="o-container u-relative"> <p class="b--u-text-2xs u-text-black u-maxw-6 u-flex u-items-center u-justify-center u-mx-auto u-mb-0 u-relative"> <svg class="u-basis-1 sm:u-basis-auto" width="21" height="21" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M6.5 2l2.3 2.4c.2.2.3.4.3.7v3c0 .5-.5 1-1 1H5a1 1 0 01-.7-.3L2 6.5a5 5 0 007 5.2 1 1 0 011.2.2l6 6a1.1 1.1 0 001.6-1.6l-6-6a1 1 0 01-.2-1.1A5 5 0 006.5 2zM4.2.8a7 7 0 019.6 8.7l5.5 5.5a3.1 3.1 0 11-4.4 4.4l-5.5-5.5A7 7 0 01.7 4.2a1 1 0 011.6-.3L5.5 7h1.6V5.5L3.9 2.3A1 1 0 014.2.7z" fill="#1B1B20"/></svg> <span class="b--u-ml-1 u-basis-11 sm:u-basis-auto" data-announcement-target="message"></span> </p> </div> </div> <div class="c-navbar v--set-on-mobile u-border-b u-border-gray-900" data-controller="attribute mobile-search" id="main-header"> <div class="c-navbar__content"> <div class="u-basis-10 lg:u-basis-4 xl:u-basis-4 u-flex u-items-center u-justify-start"> <a href="/" class="c-navbar__logo"> <img src="/lc-powered-by-logo.svg" alt="LiveChat logo" class="u-block u-m-0" height="40" width="132"> </a><a href="/help/" class="md:u-hidden b--u-ml-2 b--md:u-ml-4 b--u-text-xs b--u-text-bold u-text-black v--no-underline">Help Center</a> <a href="/help/" class="u-hidden md:u-inline b--u-ml-2 b--md:u-ml-4 b--u-text-sm b--u-text-bold u-text-black v--no-underline">Help Center</a></div><div class="u-hidden lg:u-block u-text-center lg:u-basis-4" data-controller="algolia-search" data-app-id="QWAPZX0OJM" data-search-key="d0a79f4667652e72f2bdf662daa174f6" data-search-index="dev_kb" > <div data-algolia-search-target="search" class="u-maxw-6 u-mx-auto"> <form class="c-search c-compact-form" action="/help/search/" autocomplete="off"> <div class="u-maxw-6 u-mx-auto u-flex"> <input data-algolia-search-target="input" class="c-compact-form__input" placeholder="Search the Help Center" required type="search" name="query"> <button class="c-btn v--primary c-compact-form__button c-search-button" type="submit"></button> </div> </form> </div> <div data-algolia-search-target="results" class="c-search__results c-search__results--absolute v--independent u-shadow-lg u-rounded"></div> </div> <script id="search-results-item" type="template"> <a href="{{ relpermalink }}" class="c-search__result b--u-px-4 b--u-m-0.5 b--u-py-1.5 u-text-left v--no-underline"> <h2 class="c-link b--u-text-base b--u-text-bold"> {{#helpers.highlight}}{ "attribute": "title" }{{/helpers.highlight}} </h2> <p class="u-text-black">{{#helpers.highlight}}{ "attribute": "description" }{{/helpers.highlight}}</p> <ul class="c-list u-pl-0 u-text-left"> <li class="u-inline-block b--u-text-xs b--u-text-bold b--u-mr-2 u-inline-flex u-items-center"> <span class="u-text-gray-600 b--u-mr-2">Live Chat</span> <svg xmlns="http://www.w3.org/2000/svg" width="9" height="12" viewBox="0 0 15 48" class="u-inline-block"> <g fill="#1B1B20"> <path d="M13.75 23.698L-1.06 8.887 0 7.827l15.872 15.871L0 39.57l-1.06-1.06z"/> </g> </svg> </li> {{#main_cat}} <li class="u-inline-block b--u-text-xs b--u-text-bold b--u-mr-2 u-inline-flex u-items-center"> <span class="u-text-gray-600 b--u-mr-2">{{ main_cat }}</span> <svg xmlns="http://www.w3.org/2000/svg" width="9" height="12" viewBox="0 0 15 48" class="u-inline-block"> <g fill="#1B1B20"> <path d="M13.75 23.698L-1.06 8.887 0 7.827l15.872 15.871L0 39.57l-1.06-1.06z"/> </g> </svg> </li> {{/main_cat}} </ul> </a> </script> <script id="search-results-empty" type="template"> <span class="c-search__result">No results</span> </script> <form action="/help/search/" method="GET" class="lg:u-hidden c-search c-navbar__search c-compact-form v--overlay" autocomplete="off" > <div class="u-maxw-5 u-mx-auto lg:u-flex u-flex-col sm:u-flex-row"> <input type="search" name="query" class="b--u-mb-1 sm:u-mb-0 c-compact-form__input c-navbar__search__input c-navbar-search-button" placeholder="Search the Help Center" required data-mobile-search-target="input"> <button type="submit" class="c-btn v--primary c-compact-form__button c-navbar-search-button u-hidden lg:u-inline-block" title="Search"></button> </div> </form><button class="c-navbar__button" aria-expanded="false" data-action="attribute#toggleHidden" data-mobile-search-target="close"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 17 16" width="20" class=""> <g fill="none" stroke="#1b1b20" stroke-linecap="square"> <path d="M1 3.5h15" class="c-navbar__button__bar" /> <path d="M1 8h15" class="c-navbar__button__bar" /> <path d="M1 12.5h15" class="c-navbar__button__bar" /> </g> </svg> </button> <div class="c-navbar__menu" hidden data-attribute-target="element"> <ul class="c-navbar__list lg:u-hidden"><li class="c-navbar__item"> <a href="/help/install-livechat/" class="c-navbar__link v--has-dropdown">Install LiveChat</a><ul class="c-navbar__sublist"><li><a href="/help/install-livechat/#install-livechat-using-the-code-snippet" class="c-navbar__sublink">Install LiveChat with code</a></li><li><a href="/help/install-livechat/#install-livechat-using-integrations" class="c-navbar__sublink">Install LiveChat with integrations</a></li></ul></li><li class="c-navbar__item"> <a href="/help/get-started/" class="c-navbar__link v--has-dropdown">Get started</a><ul class="c-navbar__sublist"><li><a href="/help/get-started/#livechat-basics" class="c-navbar__sublink">LiveChat basics</a></li><li><a href="/help/get-started/#manage-billing-payments-and-plans" class="c-navbar__sublink">Manage billing, payments, and plans</a></li><li><a href="/help/get-started/#web-desktop-and-mobile-applications" class="c-navbar__sublink">Web, desktop, and mobile applications</a></li></ul></li><li class="c-navbar__item"> <a href="/help/use-livechat/" class="c-navbar__link v--has-dropdown">Use LiveChat</a><ul class="c-navbar__sublist"><li><a href="/help/use-livechat/#agents-and-groups" class="c-navbar__sublink">Agents</a></li><li><a href="/help/use-livechat/#chats-and-archives" class="c-navbar__sublink">Chats and Archives</a></li><li><a href="/help/use-livechat/#customers" class="c-navbar__sublink">Customers</a></li><li><a href="/help/use-livechat/#reports" class="c-navbar__sublink">Reports </a></li><li><a href="/help/use-livechat/#settings" class="c-navbar__sublink">Settings</a></li><li><a href="/help/use-livechat/#tickets" class="c-navbar__sublink">Tickets</a></li></ul></li><li class="c-navbar__item"> <a href="/help/apps-and-integrations/" class="c-navbar__link v--has-dropdown">Apps and integrations</a><ul class="c-navbar__sublist"><li><a href="/help/apps-and-integrations/#chatbot" class="c-navbar__sublink">ChatBot</a></li><li><a href="/help/apps-and-integrations/#integrations" class="c-navbar__sublink">Integrations</a></li><li><a href="/help/apps-and-integrations/#knowledgebase" class="c-navbar__sublink">KnowledgeBase</a></li><li><a href="/help/apps-and-integrations/#social-media-and-messaging" class="c-navbar__sublink">Social media and messaging</a></li></ul></li><li class="c-navbar__item"> <a href="/help/best-practices/" class="c-navbar__link v--has-dropdown">Best practices</a><ul class="c-navbar__sublist"><li><a href="/help/best-practices/#faq-and-troubleshooting" class="c-navbar__sublink">FAQ and troubleshooting</a></li><li><a href="/help/best-practices/#tips-and-tricks" class="c-navbar__sublink">Tips and tricks</a></li><li><a href="/help/best-practices/#tools" class="c-navbar__sublink">Tools</a></li></ul></li><li class="c-navbar__item"> <a href="/help/privacy-and-security/" class="c-navbar__link v--has-dropdown">Privacy and security</a><ul class="c-navbar__sublist"><li><a href="/help/privacy-and-security/#privacy" class="c-navbar__sublink">Privacy</a></li><li><a href="/help/privacy-and-security/#security" class="c-navbar__sublink">Security</a></li></ul></li></ul> <div class="c-navbar__mobile-actions" data-controller="attribute logged-in" data-attribute-add-class="u-hidden" data-action="logged-in:loggedIn->attribute#addClass"> <a href="https://my.livechatinc.com" class="c-btn v--secondary v--sm" data-controller="track" data-track-category="Log In Button" data-track-action="Top Nav Help Center" data-track-label="Redirect to Accounts" data-action="track#send">Log In</a> <a href="https://accounts.livechat.com/signup?source_id=mobile_menu&source_url=&source_type=website" class="c-btn v--signup v--sm" data-controller="track" data-track-category="Signup" data-track-action="Signup Redirect" data-action="track#send">Sign up free</a> </div> <div class="c-navbar__mobile-actions u-hidden" data-controller="attribute logged-in" data-attribute-remove-class="u-hidden" data-action="logged-in:loggedIn->attribute#removeClass"> <a href="https://my.livechatinc.com" class="c-btn v--secondary v--sm">Go to app</a> <a href="https://accounts.livechat.com/signup?source_id=mobile_menu&source_url=&source_type=website" class="c-btn v--signup v--sm" data-controller="track" data-track-category="Personalised Web" data-track-action="Upgrade (Mobile header)" data-action="track#send">Upgrade</a> </div> <div class="lg:u-hidden u-text-center b--u-mb-3"> <a href="https://www.livechat.com/pricing/" class="b--u-text-sm b--u-text-bold b--u-mr-2 u-text-black v--no-underline">Pricing</a> </div> </div> <div class="c-navbar__actions u-basis-4 u-items-center u-justify-end" data-controller="attribute logged-in" data-attribute-add-class="u-hidden" data-action="logged-in:loggedIn->attribute#addClass"> <a href="https://www.livechat.com/pricing/" class="b--u-text-sm b--u-text-bold b--u-mr-2 u-text-black v--no-underline">Pricing</a> <a href="https://my.livechatinc.com" class="c-btn v--secondary v--sm" data-controller="track" data-track-category="Log In Button" data-track-action="Top Nav Help Center" data-track-label="Redirect to Accounts" data-action="track#send">Log in</a> <a href="https://accounts.livechat.com/signup?source_id=header_cta&source_url=&source_type=website" class="c-btn v--signup v--sm" data-controller="track" data-track-category="Signup" data-track-action="Signup Redirect" data-action="track#send">Sign up free</a> </div> <div class="c-navbar__actions u-items-center u-justify-end u-hidden" data-controller="attribute logged-in" data-attribute-remove-class="u-hidden" data-action="logged-in:loggedIn->attribute#removeClass"> <a href="https://www.livechat.com/pricing/" class="b--u-text-sm b--u-text-bold b--u-mr-2 u-text-black v--no-underline">Pricing</a> <div class="u-hidden lg:u-hidden lg:u-ml-auto" data-controller="attribute logged-in" data-attribute-remove-class="lg:u-hidden" data-attribute-add-class="lg:u-block" data-action="logged-in:loggedIn->attribute#removeClass logged-in:loggedIn->attribute#addClass"> <div class="u-hidden lg:u-flex u-flex-row u-items-center gap-1"> <a href="https://my.livechatinc.com" class="c-btn v--sm b--u-py-1.5 v--secondary " data-controller="track" data-track-category="Log In Button" data-track-action="Top Nav" data-track-label="Instant Login" data-action="track#send">Go to app</a> <div class="c-navbar__actions u-hidden" data-controller="attribute logged-in" data-attribute-remove-class="u-hidden" data-action="logged-in:loggedInWithUserData->attribute#removeClass"> <div class="t-homepage-menu" data-controller="click-focus"> <button data-action="click-focus#toggleFocusClass" class="t-homepage-menu-button c-btn u-p-1 u-rounded u-flex u-items-center v--transparent u-border-none hover:u-bg-gray-900 "> <img data-logged-in-target="avatar" src="/images/user-avatar.370edf4b344b55dcfcaea4f1f214d235b9bbfdea238dc609ef52d7b65c355d75.svg" alt="" class="t-homepage-user-icon u-round b--u-mr-1" style="width: 32px; height: 32px; object-fit: cover;"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </button> <div class="t-homepage-menu-content b--u-bg-white u-shadow"> <div class="b--u-m-2 u-flex gap-1 u-items-center"> <div><img data-logged-in-target="avatar" src="/images/user-avatar.370edf4b344b55dcfcaea4f1f214d235b9bbfdea238dc609ef52d7b65c355d75.svg" alt="" class="t-homepage-user-icon u-round" style="width: 38px; height: 38px; object-fit: cover"></div> <div> <div data-logged-in-target="name" class="b--u-text-md b--u-text-bold">User Name</div> <div data-logged-in-target="email" class="b--u-text-xs"></div> </div> </div> <div style="width:100%; margin-top:10px; margin-bottom:4px; border-bottom:1px solid #eaeaec;"></div> <a href="https://my.livechatinc.com/subscription/?source_id=user_menu&source_url=https%3A%2F%2Fwww.livechat.com%2fhelp%2fdiscrepancies-in-livechat-reports%2f&source_type=website" class="c-menu__item u-flex u-items-center b--u-bg-transparent u-w-full hover:u-bg-gray-900 "> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none" class="b--u-mr-1"> <g stroke="#000" stroke-linecap="round" stroke-linejoin="round" stroke-width="2" clip-path="url(#clip0_1731_971)"> <path d="M9 12H5.4a1 1 0 0 1-.7-1.7l6.6-6.6a1 1 0 0 1 1.4 0l6.6 6.6a1 1 0 0 1-.7 1.7H15v6H9v-6ZM9 21h6" /> </g> <defs> <clipPath id="clip0_1731_971"> <path fill="#fff" d="M0 0h24v24H0z" /> </clipPath> </defs> </svg> Upgrade</a> <a href="/help/" class="c-menu__item u-flex u-items-center b--u-bg-transparent u-w-full hover:u-bg-gray-900 "> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none" class="b--u-mr-1"> <g stroke="#1B1B20" stroke-linecap="round" stroke-linejoin="round" stroke-width="2" clip-path="url(#clip0_2_3853)"> <path d="M12 21a9 9 0 1 0 0-18 9 9 0 0 0 0 18ZM12 17v0" /> <path d="M12 13.5a1.5 1.5 0 0 1 1-1.5 2.6 2.6 0 1 0-3-4" /> </g> <defs> <clipPath id="clip0_2_3853"> <path fill="#fff" d="M0 0h24v24H0z" /> </clipPath> </defs> </svg> Help Center</a> <button class="c-menu__item u-flex u-items-center b--u-bg-transparent u-w-full hover:u-bg-gray-900 " data-action="click-focus#removeFocusClass" onclick="LC_API.open_chat_window();return false;"> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none" class="b--u-mr-1"> <g clip-path="url(#clip0_2_4566)"> <path stroke="#1B1B20" stroke-linecap="round" stroke-linejoin="round" stroke-width="2" d="m3 20 1.3-3.9a7.3 7.3 0 0 1-1.1-5.5c.3-2 1.5-3.7 3.2-4.9a9.8 9.8 0 0 1 11.8.5 7.4 7.4 0 0 1 1 10.5 9.2 9.2 0 0 1-5.2 3 10 10 0 0 1-6.3-.7L3 20" /> <path fill="#1B1B20" fill-rule="evenodd" d="M12.3 11c.6 0 1.2.6 1.2 1.3a1.2 1.2 0 1 1-2.5 0c0-.7.6-1.3 1.3-1.3ZM7.7 11c.7 0 1.3.6 1.3 1.2a1.2 1.2 0 0 1-2.5 0c0-.6.6-1.2 1.2-1.2ZM16.8 11c.6 0 1.2.6 1.2 1.3a1.2 1.2 0 1 1-2.5 0c0-.7.6-1.3 1.3-1.3Z" clip-rule="evenodd" /> </g> <defs> <clipPath id="clip0_2_4566"> <path fill="#fff" d="M0 0h24v24H0z" /> </clipPath> </defs> </svg> Chat with us</button> <button class="c-menu__item u-flex u-items-center b--u-bg-transparent u-w-full hover:u-bg-gray-900 " data-controller="logged-in" data-action="logged-in#logout"> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none" class="b--u-mr-1"> <g stroke="#1B1B20" stroke-linecap="round" stroke-linejoin="round" stroke-width="2" clip-path="url(#clip0_2_4402)"> <path d="M14 8V6a2 2 0 0 0-2-2H5a2 2 0 0 0-2 2v12a2 2 0 0 0 2 2h7a2 2 0 0 0 2-2v-2M7 12h14m0 0-3-3m3 3-3 3" /> </g> <defs> <clipPath id="clip0_2_4402"> <path fill="#fff" d="M0 0h24v24H0z" /> </clipPath> </defs> </svg> Logout</button> </div> </div> </div> </div> </div> </div> </div> </div> <ul class="c-navbar__list u-hidden lg:u-flex u-justify-center b--u-py-2 u-border-b u-border-gray-900 b--u-mb-8"><li class="c-navbar__item"> <a href="/help/install-livechat/" class="c-navbar__link v--has-dropdown">Install LiveChat</a><ul class="c-navbar__sublist"><li><a href="/help/install-livechat/#install-livechat-using-the-code-snippet" class="c-navbar__sublink">Install LiveChat with code</a></li><li><a href="/help/install-livechat/#install-livechat-using-integrations" class="c-navbar__sublink">Install LiveChat with integrations</a></li></ul></li><li class="c-navbar__item"> <a href="/help/get-started/" class="c-navbar__link v--has-dropdown">Get started</a><ul class="c-navbar__sublist"><li><a href="/help/get-started/#livechat-basics" class="c-navbar__sublink">LiveChat basics</a></li><li><a href="/help/get-started/#web-desktop-and-mobile-applications" class="c-navbar__sublink">Web, desktop, and mobile applications</a></li><li><a href="/help/get-started/#manage-billing-payments-and-plans" class="c-navbar__sublink">Manage billing, payments, and plans</a></li></ul></li><li class="c-navbar__item"> <a href="/help/use-livechat/" class="c-navbar__link v--has-dropdown">Use LiveChat</a><ul class="c-navbar__sublist"><li><a href="/help/use-livechat/#chats-and-archives" class="c-navbar__sublink">Chats and Archives</a></li><li><a href="/help/use-livechat/#customers" class="c-navbar__sublink">Customers</a></li><li><a href="/help/use-livechat/#tickets" class="c-navbar__sublink">Tickets</a></li><li><a href="/help/use-livechat/#agents-and-groups" class="c-navbar__sublink">Agents</a></li><li><a href="/help/use-livechat/#reports" class="c-navbar__sublink">Reports </a></li><li><a href="/help/use-livechat/#settings" class="c-navbar__sublink">Settings</a></li></ul></li><li class="c-navbar__item"> <a href="/help/apps-and-integrations/" class="c-navbar__link v--has-dropdown">Apps and integrations</a><ul class="c-navbar__sublist"><li><a href="/help/apps-and-integrations/#social-media-and-messaging" class="c-navbar__sublink">Social media and messaging</a></li><li><a href="/help/apps-and-integrations/#chatbot" class="c-navbar__sublink">ChatBot</a></li><li><a href="/help/apps-and-integrations/#knowledgebase" class="c-navbar__sublink">KnowledgeBase</a></li><li><a href="/help/apps-and-integrations/#integrations" class="c-navbar__sublink">Integrations</a></li></ul></li><li class="c-navbar__item"> <a href="/help/best-practices/" class="c-navbar__link v--has-dropdown">Best practices</a><ul class="c-navbar__sublist"><li><a href="/help/best-practices/#tips-and-tricks" class="c-navbar__sublink">Tips and tricks</a></li><li><a href="/help/best-practices/#tools" class="c-navbar__sublink">Tools</a></li><li><a href="/help/best-practices/#faq-and-troubleshooting" class="c-navbar__sublink">FAQ and troubleshooting</a></li></ul></li><li class="c-navbar__item"> <a href="/help/privacy-and-security/" class="c-navbar__link v--has-dropdown">Privacy and security</a><ul class="c-navbar__sublist"><li><a href="/help/privacy-and-security/#privacy" class="c-navbar__sublink">Privacy</a></li><li><a href="/help/privacy-and-security/#security" class="c-navbar__sublink">Security</a></li></ul></li></ul> <div class="o-container"> <div class="u-flex u-justify-between b--u-my-3"><ul class="u-hidden sm:u-block c-list u-pl-0"> <li class="u-inline-block b--u-text-xs b--u-text-bold b--u-mr-2 u-inline-flex u-items-center"> <a href="/help/" class="u-text-gray-600 b--u-mr-2">Help Center</a> <svg xmlns="http://www.w3.org/2000/svg" width="9" height="12" viewBox="0 0 15 48" class="u-inline-block"> <g fill="#1B1B20"> <path d="M13.75 23.698L-1.06 8.887 0 7.827l15.872 15.871L0 39.57l-1.06-1.06z"/> </g> </svg> </li><li class="u-inline-block b--u-text-xs b--u-text-bold b--u-mr-2 u-inline-flex u-items-center"> <a href="/help/use-livechat/" class="u-text-gray-600 b--u-mr-2">Use LiveChat</a><svg xmlns="http://www.w3.org/2000/svg" width="9" height="12" viewBox="0 0 15 48" class="u-inline-block"> <g fill="#1B1B20"> <path d="M13.75 23.698L-1.06 8.887 0 7.827l15.872 15.871L0 39.57l-1.06-1.06z"/> </g> </svg></li><li class="u-inline-block b--u-text-xs b--u-text-bold b--u-mr-2"> <a href="/help/use-livechat/#reports" class="u-text-black">Reports </a> </li></ul><div class="sm:u-hidden u-pl-0"> <a href="/help/use-livechat/#reports" class="b--u-text-sm u-text-primary">« Reports </a> </div><div class="c-share u-inline-block" tabindex="-1"> <svg class="c-share__trigger" xmlns="http://www.w3.org/2000/svg" width="19" height="20" viewBox="0 0 19 20"> <g fill="none" fill-rule="evenodd"> <path fill="#1b1b20" fill-rule="nonzero" d="M15.3 13.5c-.8 0-1.57.3-2.16.83L6.89 10.7a3.15 3.15 0 0 0 0-1.38l6.25-3.65a3.25 3.25 0 1 0-1.02-1.72L5.87 7.6a3.25 3.25 0 1 0 0 4.83l6.25 3.64a3.25 3.25 0 1 0 3.17-2.56z"/> </g> </svg> <div class="c-share__buttons-wrapper"> <div class="c-share__buttons u-shadow-lg u-text-left"> <p class="b--u-text-xs b--u-px-3">Share this article on:</p> <button class="c-share__button" data-title="Discrepancies and improvements in LiveChat reports" data-sharer="facebook" data-url="https://www.livechat.com/help/discrepancies-in-livechat-reports/" title="Share on Facebook"> <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16"> <path fill="#1B1B20" fill-rule="evenodd" d="M15.12 0H.88A.88.88 0 0 0 0 .88v14.24c0 .49.4.88.88.88h7.67V9.81H6.47V7.4h2.08V5.61c0-2.07 1.26-3.2 3.1-3.2a17.71 17.71 0 0 1 1.87.1v2.16h-1.27c-1 0-1.2.47-1.2 1.18v1.54h2.4l-.31 2.42h-2.1V16h4.08a.88.88 0 0 0 .88-.88V.88a.88.88 0 0 0-.88-.88z"/> </svg> <span>Facebook</span> </button> <button class="c-share__button" data-sharer="twitter" data-title="Discrepancies and improvements in LiveChat reports" data-url="https://www.livechat.com/help/discrepancies-in-livechat-reports/"> <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" fill="none"> <g clip-path="url(#a)"> <path fill="#000" d="M16.27 16 9.872 6.675l.01.009L15.652 0h-1.927L9.025 5.44 5.295 0H.24l5.972 8.706H6.21L-.087 16H1.84l5.223-6.052L11.214 16h5.055ZM4.53 1.455l8.976 13.09h-1.528L2.996 1.456h1.535Z"/> </g> <defs><clipPath id="a"><path fill="#fff" d="M0 0h16v16H0z"/></clipPath></defs> </svg> <span>X (Twitter)</span> </button> <button class="c-share__button" data-sharer="linkedin" data-title="Discrepancies and improvements in LiveChat reports" data-url="https://www.livechat.com/help/discrepancies-in-livechat-reports/"> <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16"> <path fill="#1B1B20" fill-rule="evenodd" d="M13.63 13.63h-2.37V9.92c0-.89-.01-2.02-1.23-2.02-1.24 0-1.42.96-1.42 1.96v3.77H6.24V6H8.5v1.04h.03a2.5 2.5 0 0 1 2.25-1.23c2.4 0 2.84 1.58 2.84 3.64v4.18zM3.56 4.96a1.38 1.38 0 1 1 0-2.76 1.38 1.38 0 0 1 0 2.76zm-1.2 8.67h2.39V6H2.37v7.63zM14.83 0H1.18C.53 0 0 .52 0 1.15v13.7C0 15.48.53 16 1.18 16h13.64c.65 0 1.18-.52 1.18-1.16V1.16C16 .52 15.47 0 14.82 0z"/> </svg> <span>LinkedIn</span> </button> <button class="c-share__button" data-sharer="email" data-title="Discrepancies and improvements in LiveChat reports" data-url="https://www.livechat.com/help/discrepancies-in-livechat-reports/" data-to=""> <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16"> <g fill="none" fill-rule="evenodd"> <path d="M0 1.7v1.06l1.6.98L8 7.65l6.4-3.89L16 2.8V1.7H0zm0 2.9v9.6h16V4.63l-8 4.8L0 4.6z" fill="#1B1B20"/> </g> </svg> <span>Mail</span> </button> <div class="b--u-pt-2 u-border-t c-copy-button" data-controller="copy-button"> <a href="#" class="c-share__button b--u-pl-4 u-text-black v--no-underline" data-action="click->copy-button#copy"> <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16"> <path fill="#1B1B20" fill-rule="evenodd" d="M12.13 0c-1.02.05-2 .5-2.75 1.25L6.42 4.2c.47-.47 2.2-.15 2.61.27l1.8-1.8c.39-.39.88-.63 1.4-.65a1.63 1.63 0 0 1 1.26.48c.4.4.49.87.49 1.2 0 .52-.25 1.05-.67 1.47L10.2 8.3c-.78.78-1.98.85-2.67.16a1.02 1.02 0 0 0-1.44 0 1.02 1.02 0 0 0 0 1.44 3.66 3.66 0 0 0 2.61 1.07c1.04 0 2.1-.43 2.92-1.25l3.13-3.11c.8-.8 1.25-1.85 1.25-2.92a3.7 3.7 0 0 0-1.07-2.63A3.68 3.68 0 0 0 12.13 0zM7.3 5.02a4.2 4.2 0 0 0-2.94 1.25L1.25 9.38C.45 10.18 0 11.23 0 12.3c0 .99.38 1.93 1.07 2.63A3.68 3.68 0 0 0 3.87 16a4.18 4.18 0 0 0 2.75-1.25l2.96-2.96c-.47.47-2.2.15-2.61-.27l-1.8 1.8c-.39.39-.89.63-1.4.65a1.63 1.63 0 0 1-1.26-.48 1.65 1.65 0 0 1-.49-1.19c0-.53.25-1.06.67-1.48L5.8 7.7c.78-.78 1.98-.85 2.67-.16a1.02 1.02 0 0 0 1.44 0 1.02 1.02 0 0 0 0-1.44A3.66 3.66 0 0 0 7.3 5.02z"/> </svg> <span>Copy link</span> </a> <span class="c-copy-button__success b--u-text-xs" data-copy-button-target="success">Link copied to the clipboard</span> <textarea data-copy-button-target="text" readonly class="c-copy-button__textarea">https://www.livechat.com/help/discrepancies-in-livechat-reports/</textarea> </div> </div> </div> </div> </div> </div> <span itemscope itemtype="https://schema.org/Article"> <meta itemprop="headline" content="Discrepancies and improvements in LiveChat reports"> <meta itemprop="datePublished" content='2018-01-31T21:43:58Z'> <meta itemprop="dateModified" content='2023-11-15T17:50:36+01:00'> <meta itemprop="author" content="Krzysztof Kraus"> <meta itemprop="articleSection" content="Use LiveChat"> <meta itemprop="articleSection" content="Reports "> <meta itemprop="articleBody" content="So, your LiveChat is generating more and more valuable data, and you’ve started to use the reporting functionality more often. But there’s something you’ve noticed by analyzing them one by one: discrepancies between Chats and Reports. In this article, we’ll go through each report that has the potential to show discrepancies and explain why they can happen! Chat engagement vs. Campaign conversion Greetings evolved into campaigns! Let’s say you were to compare two reports from the last seven days: Chat engagement vs. Campaign conversion. Although they may sound similar, especially because they both include the number of chats from campaigns value, that is not exactly the case. Chat engagement Chat engagement is available in the Reports &gt; Total chats section of your reports. It shows you how many campaigns were displayed during and before a given data range and how many of them resulted in chat. What&rsquo;s most important is that this report shows you not only the chats that resulted during the data range specified in a filter but also the campaigns displayed, for example, a day before the specified timeframe. Campaign conversion Campaign conversion can be found as a separate part of your Reports section. This report shows you how many chats your customers started in a given period, after seeing a campaign displayed on your website. So what&rsquo;s the difference? Campaigns conversion takes into consideration the campaigns that were displayed during the data range specified in the filter. What this means is that when your customer receives a campaign at 11:59 pm and starts the chat at 12:00 am next day, this chat will not be considered as one converted from the campaign. That&rsquo;s why you may see a lower number of chats from campaigns when comparing those two reports. Total chats vs. Queued customers Now let&rsquo;s compare two other popular LiveChat reports: Total chats and Queued customers. When analyzing these reports, you may encounter a situation in which the number of Queued customers who entered the chat is actually higher than the number of Total chats — even though you are comparing reports from the same period. So, why is that? The first thing to know is that our Queued customers report takes into consideration the queue start date when calculating its results, whereas Total chats always consider the chat start date. This is relevant, because you may encounter a situation in which a customer that was trying to reach your support was queued right up until the day finished, and the actual chat conversation started the next day. If such a scenario occurs and, based on our experience, it happens more often than expected, the number of queued customers who entered the chat will be higher than the number of chats presented in the Total chats report. In other words: the Queued customers report may include additional customers who were routed to the queue during the period specified in your time filter, but the actual chat started the day after. The Total chats report, however, includes only those chats that started within the specified time period. Post-chat form report: possible discrepancies When analyzing the post-chat form report, you may find out that the report shows you a specific number of post-chat forms that include one of the possible answers. For this example, let&rsquo;s say that this number is 313. But when selecting the link taking you to those chats, you may find a different number. So why is that? The situation described in the Chat engagement vs. Campaigns conversion section applies here as well. It is possible that the customer chatting with you agent started and closed the chat right before the day finished. However, the post-chat form itself was submitted right after 12:00 am. Or even several days later. What this means is that the number of finished chats and the number of submitted post-chat forms is counted separately. That&rsquo;s because the time between finishing a chat and a customer hitting submit in a post-chat form may extend even to a few days. When that happens, the number of chats from a given period can be much lower than the number of post-chat forms themselves. Goals and Tracked Sales: possible discrepancies There&rsquo;s one more discrepancy that we have to mention in this article. The difference between the number of chats in the archives and our e-commerce reports. Mainly, Archived Goals and Tracked Sales. Goals The first thing that you have to know is that when using Goals, LiveChat stores a cookie on your customer&rsquo;s browser. Whenever a customer who started a chat with you reaches a website specified in Goals configuration, LiveChat will mark it as a Goal and add it to the report. Our cookies related to Goals can last up to three years after the chat. This means that the customer doesn&rsquo;t have to reach your checkout page during or right after the chat. If they have not cleared the cookies, the goal can be marked as completed even 3 years later. Tracked Sales When using Sales Tracker, LiveChat saves a similar cookie on your customer&rsquo;s browser. Only with this one you can choose the length of time after which the cookie will expire. By default, this cookie is stored for 30 days. However, you can choose a longer or shorter period, and the rule here is the same. Your customer doesn&rsquo;t have to reach a page where you track sales during or right after a chat. When they reach it before the cookie&rsquo;s expiration date, the sale will be tracked as well. So what does this mean? When you analyze our Goals or Tracked Sales report from a specific period and it shows you a higher number of sales than chats, don&rsquo;t worry. It only means that customers who chatted with you previously have completed a sale or a goal later than the initial chat. And that&rsquo;s it! Hopefully, you&rsquo;ve found this article helpful but if you have any additional questions or doubts, feel free to start a chat with us - we are available 24/7/365! Improved Reports If you use Reports in the LiveChat Agent app regularly, you may notice small differences in the numbers. We unified the way chat events are counted, and we changed the definitions of certain reportable events. Below you’ll find a list of reports in which you might see these changes. We made the changes to better reflect what actually happens when agents chat with customers. Calculation improvements Total chats You may see an increase in the number of Total chats because the Total chats report now also includes chats that started in the queue and were closed without being assigned to an agent. Your customers can write messages while waiting in the queue. This option is automatically enabled for Starter, Team, and Business plans. To turn it on for your Enterprise plan contact your Key Account Manager. Your customers can write messages while waiting in the queue. This option is automatically enabled for Starter, Team, and Business plans. To turn it on for your Enterprise plan contact your Key Account Manager. Chat engagement The previous version of Reports disregarded unassigned and missed chats. From now on, unassigned and missed chats are included in the Chat engagement report. Chat availability To show you how many chats were started during times when your agents were online and offline, Chat availability now has an additional view showing just that. Chat duration There’s a new set of data in the Chat duration report: Agent chatting time. This shows you how much time your agents spent chatting with customers. Chat duration includes the agents’ chatting time, the bots’ chatting time, and time spent in queues. UI Improvements Country filter for Reports and Archives You can now filter Reports and Archives with up to 20 countries at the same time. &ldquo;Exclude&rdquo; logic in tags and country filters You can now exclude specific tags and countries while filtering Archives and Reports. Custom time periods for heatmaps You can now analyze 30-day long heatmaps and use arrow buttons to navigate between different time periods. Filters are now applied to heatmaps. Navigation buttons connecting Reports to Archives You can now seamlessly move from a report to a list of chats and tickets that were used to generate it. The option is available on a tooltip that pops up whenever you hover over the data that interest you. If there is only one range of data displayed, the link to the list shows up at the bottom of the tooltip. If there are more data ranges, you can hover over a range and select it to navigate to tickets or chats. If the data range is not available, the link will not be visible and data ranges will not be clickable. Updated navigation arrows and a better-looking chart for the Agent activity report Navigation arrows are more pronounced, making them easier to spot and use. The report chart&rsquo;s legend has been moved to make more space for valuable data. Learn more about all reporting options available in LiveChat. Learn more about all reporting options available in LiveChat. "> </span> <div data-controller="amplitude-scroll" style="overflow-x: clip;" > <article data-controller="scroll-spy is-sticky-toc"> <div class="u-flex u-w-full b--u-mx-auto b--u-mb-6 lg:u-mb-0 u-justify-between" style="max-width: 72.5rem;"> <div data-scroll-spy-target="article" class="c-hc-article"> <div class="o-container"> <h1 class="b--u-mb-4 b--md:u-mb-8" ><span class="b--u-text-3xl">Discrepancies and improvements in LiveChat reports</span></h1> <div class="u-flex u-flex-wrap b--u-pb-6 b--md:u-pb-8 b--lg:u-pb-12"><div class="u-flex u-items-center u-basis-12 md:u-basis-auto b--u-mr-3 b--u-mb-3 md:u-mb-0"><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_48,h_48,c_fill/help/kraus.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_96,h_96,c_fill/help/kraus.png 2x" class="u-w-fit b--u-mr-2 u-ml-0 u-round" width="48"><div>Krzysztof Kraus</div> </div><div class="u-flex u-items-center b--u-mr-3 b--sm:u-mr-4"> <img src="/help/icons/time.svg" class="u-w-fit b--u-mr-1 u-ml-0 u--mt-3xs" alt="" width="20"> <span>8 min read</span> </div> <div class="u-flex u-items-center"> <img src="/help/icons/update.svg" class="u-w-fit b--u-mr-1 u-ml-0 u--mt-3xs" alt="" width="20"> <span>updated: Nov 15, 2023</span> </div> </div> </div> <aside data-is-sticky-toc-target="stickyElement" class="c-toc lg:u-basis-4 b--lg:u-pl-3 b--u-pb-3 lg:u-hidden" style="position: sticky; top: 0; z-index: 1; overflow-y: clip;"> <div class="b--lg:u-py-4 lg:u--my-xl u-border-gray-900"> <div data-controller="attribute" class="c-toc--mobile b--xl:u-pr-4"> <h3 id="hc-toc-heading" class="u-relative u-mb-0" style="z-index: 2;"><button data-action="click->attribute#toggleClass" class="b--u-text-base b--u-text-bold b--lg:u-pl-3 u-mb-0 u-text-gray-300 b--u-p-2 b--u-bg-white u-border-b u-border-gray-800 u-w-full u-text-left" style="cursor: pointer;">Table of contents</button></h3> <div data-scroll-spy-target="list" data-action="click->attribute#toggleClass" data-attribute-target="element" data-attribute-toggle-class="v--active" class="c-toc--mobile__wrap b--u-bg-white b--u-p-1 u-border-b v--active"> <nav id="TableOfContents"> <ul> <li><a href="#engagement-vs-conversion">Chat engagement vs. Campaign conversion</a></li> <li><a href="#total-vs-queued">Total chats vs. Queued customers</a></li> <li><a href="#post-chat-form">Post-chat form report: possible discrepancies</a></li> <li><a href="#goals-vs-sales">Goals and Tracked Sales: possible discrepancies</a></li> <li><a href="#improved-reports">Improved Reports</a></li> </ul> </nav> </div> </div> </div> </aside> <div class="c-hc-article-content o-container b--u-text-base c-hc-article-content--first"> <p>So, your LiveChat is generating more and more valuable data, and you’ve started to use the reporting functionality more often. But there’s something you’ve noticed by analyzing them one by one: discrepancies between Chats and Reports.</p> <p>In this article, we’ll go through each report that has the potential to show discrepancies and explain why they can happen!</p> <h2 id="engagement-vs-conversion">Chat engagement vs. Campaign conversion<a href="#engagement-vs-conversion" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#engagement-vs-conversion" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1561983078/help/Chat-conversion-vs-chat-greetings.png" alt="Difference between Chat engagement vs. Greeting conversion"></p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-accent u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-2.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="md:u-block md:u-basis-12 u-text-center md:u-text-left">Greetings evolved into campaigns!</div> </div> <p>Let’s say you were to compare two reports from the last seven days: <strong>Chat engagement</strong> vs. <strong>Campaign conversion</strong>. Although they may sound similar, especially because they both include the number of <strong>chats from campaigns</strong> value, that is not exactly the case.</p> <h3 id="chat-engagement">Chat engagement<a href="#chat-engagement" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#chat-engagement" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p><strong>Chat engagement</strong> is available in the Reports > <a href="https://my.livechatinc.com/reports/total-chats">Total chats</a> section of your reports. It shows you how many campaigns were displayed during and before a given data range and how many of them resulted in chat.</p> <p>What’s most important is that this report shows you not only the chats that resulted during the <strong>data range</strong> specified in a filter but also the campaigns displayed, for example, <strong>a day before the specified</strong> timeframe.</p> <h3 id="campaign-conversion">Campaign conversion<a href="#campaign-conversion" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#campaign-conversion" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p><a href="https://my.livechatinc.com/reports/greetings?date_from=2018-01-25&date_to=2018-01-31&group_by=day">Campaign conversion</a> can be found as a separate part of your Reports section. This report shows you how many chats your customers started in a given period, after seeing a campaign displayed on your website.</p> <h3 id="so-whats-the-difference">So what’s the difference?<a href="#so-whats-the-difference" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#so-whats-the-difference" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p>Campaigns conversion takes into consideration the campaigns that were displayed <strong>during the data range</strong> specified in the filter. What this means is that when your customer receives a campaign at 11:59 pm and starts the chat at 12:00 am next day, this chat will not be considered as one converted from the campaign. That’s why you may see a lower number of chats from campaigns when comparing those two reports.</p> <h2 id="total-vs-queued">Total chats vs. Queued customers<a href="#total-vs-queued" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#total-vs-queued" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>Now let’s compare two other popular LiveChat reports: <strong>Total chats</strong> and <strong>Queued customers</strong>.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1566461190/help/livechat-discrepancies-total-chats_2x_xmcq1l.png" alt="See how many chats you had during a given period of time" title="LiveChat's Queued customers report"></p> <p>When analyzing these reports, you may encounter a situation in which the number of <strong>Queued customers</strong> who entered the chat is <strong>actually higher than</strong> the number of <strong>Total chats</strong> — even though you are comparing reports from the same period. So, why is that?</p> <p>The first thing to know is that our <strong>Queued customers</strong> report takes into consideration the <strong>queue start date</strong> when calculating its results, whereas <strong>Total chats</strong> always consider the <strong>chat start date.</strong> This is relevant, because you may encounter a situation in which a customer that was trying to reach your support was <strong>queued right up until the day finished</strong>, and the actual chat conversation started the next day.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1566461089/help/livechat-discrepancies-queued-customers_2x_iqvloy.png" alt="See how many customers were queued during a given period of time" title="LiveChat's Queued customers report"></p> <p>If such a scenario occurs and, based on our experience, it happens more often than expected, the number of queued customers who entered the chat <strong>will be higher than</strong> the number of chats presented in the <strong>Total chats</strong> report.</p> <p>In other words: the <strong>Queued customers</strong> report may include additional customers who were routed to the queue during the period specified in your time filter, but the actual chat <strong>started the day after</strong>. The <strong>Total chats</strong> report, however, includes only those chats that started within the specified time period.</p> <h2 id="post-chat-form">Post-chat form report: possible discrepancies<a href="#post-chat-form" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#post-chat-form" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1561986192/help/Chat-survey-in-reports.png" alt="Post chat form Report"></p> <p>When analyzing the post-chat form report, you may find out that the report shows you a specific number of post-chat forms that include one of the possible answers.</p> <p>For this example, let’s say that this number is 313. But when selecting the link taking you to those chats, you may find a different number.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1561986210/help/Chat-survey-in-archives.png" alt="Post chat form chat number in Archives"></p> <h3 id="so-why-is-that">So why is that?<a href="#so-why-is-that" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#so-why-is-that" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p>The situation described in the <strong>Chat engagement vs. Campaigns conversion</strong> section applies here as well. It is possible that the customer chatting with you agent started and closed the chat right before the day finished. However, the post-chat form itself was submitted right after 12:00 am. Or even several days later.</p> <p>What this means is that the number of finished chats and the number of submitted post-chat forms <strong>is counted separately.</strong> That’s because the time between finishing a chat and a customer hitting submit in a post-chat form <strong>may extend even to a few days.</strong> When that happens, the number of chats from a given period can be much lower than the number of post-chat forms themselves.</p> <h2 id="goals-vs-sales">Goals and Tracked Sales: possible discrepancies<a href="#goals-vs-sales" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#goals-vs-sales" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>There’s one more discrepancy that we have to mention in this article. The difference between the number of chats in the archives and our e-commerce reports. Mainly, Archived Goals and Tracked Sales.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1560866467/help/LiveChat-Achieved-goals-report.png" alt="Achieved goals report"></p> <h3 id="goals">Goals<a href="#goals" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#goals" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p>The first thing that you have to know is that when using <strong>Goals,</strong> LiveChat stores a cookie on your customer’s browser. Whenever a customer who started a chat with you reaches a website specified in Goals configuration, LiveChat will mark it as a Goal and add it to the report.</p> <p>Our cookies related to Goals <strong>can last up to three years</strong> after the chat. This means that the customer doesn’t have to reach your checkout page during or right after the chat. If they have not cleared the cookies, the goal can be marked as completed <strong>even 3 years later.</strong></p> <h3 id="tracked-sales">Tracked Sales<a href="#tracked-sales" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#tracked-sales" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p>When using <strong>Sales Tracker</strong>, LiveChat saves a similar cookie on your customer’s browser. Only with this one you can choose the length of time after which the cookie will expire.</p> <p>By default, this cookie is stored for 30 days. However, you can choose a longer or shorter period, and the rule here is the same. Your customer doesn’t have to reach a page where you track sales during or right after a chat. When they reach it <strong>before the cookie’s expiration date,</strong> the sale will be tracked as well.</p> <h3 id="so-what-does-this-mean">So what does this mean?<a href="#so-what-does-this-mean" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#so-what-does-this-mean" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p>When you analyze our <strong>Goals</strong> or <strong>Tracked Sales</strong> report from a specific period and it shows you a higher number of sales than chats, don’t worry. It only means that customers who chatted with you previously have completed a sale or a goal later than the initial chat.</p> <p>And that’s it! Hopefully, you’ve found this article helpful but if you have any additional questions or doubts, feel free to <strong>start a chat with us</strong> - we are available 24/7/365!</p> <h2 id="improved-reports">Improved Reports<a href="#improved-reports" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#improved-reports" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>If you use <a href="https://my.livechatinc.com/reports/last-7-days" target="_blank">Reports</a> in the LiveChat Agent app regularly, you may notice small differences in the numbers. We unified the way chat events are counted, and we changed the definitions of certain reportable events. Below you’ll find a list of reports in which you might see these changes. We made the changes to better reflect what actually happens when agents chat with customers.</p> <h3 id="calculation-improvements">Calculation improvements<a href="#calculation-improvements" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#calculation-improvements" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <h4 id="total-chats">Total chats<a href="#total-chats" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#total-chats" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h4> <p>You may see an increase in the number of Total chats because the <a href="https://my.livechatinc.com/reports/total-chats" target="_blank">Total chats</a> report now also includes chats that started in the queue and were closed without being assigned to an agent.</p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Your customers can write messages while waiting in the queue. This option is automatically enabled for Starter, Team, and Business plans. To turn it on for your Enterprise plan contact your Key Account Manager.</div> <div class="md:u-hidden">Your customers can write messages while waiting in the queue. This option is automatically enabled for Starter, Team, and Business plans. To turn it on for your Enterprise plan contact your Key Account Manager.</div> </div> <h4 id="chat-engagement-1">Chat engagement<a href="#chat-engagement-1" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#chat-engagement-1" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h4> <p>The previous version of Reports disregarded unassigned and missed chats. From now on, unassigned and missed chats are included in the <a href="https://my.livechatinc.com/reports/chat-engagement" target="_blank">Chat engagement</a> report. </p> <h4 id="chat-availability">Chat availability<a href="#chat-availability" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#chat-availability" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h4> <p>To show you how many chats were started during times when your agents were online and offline, <a href="https://my.livechatinc.com/reports/availability" target="_blank">Chat availability</a> now has an additional view showing just that.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1644852873/help/New%20reports/Chat_availability.png" alt="Number of chats by status: Online and offline chats."></p> <h4 id="chat-duration">Chat duration<a href="#chat-duration" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#chat-duration" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h4> <p>There’s a new set of data in the <a href="https://my.livechatinc.com/reports/chat-duration" target="_blank">Chat duration</a> report: <strong>Agent chatting</strong> time. This shows you how much time your agents spent chatting with customers. <strong>Chat duration</strong> includes the agents’ chatting time, the bots’ chatting time, and time spent in queues.</p> <h3 id="ui-improvements">UI Improvements<a href="#ui-improvements" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#ui-improvements" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <h4 id="country-filter-for-reports-and-archives">Country filter for Reports and Archives<a href="#country-filter-for-reports-and-archives" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#country-filter-for-reports-and-archives" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h4> <p>You can now filter Reports and Archives with up to 20 countries at the same time.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1652168685/help/IR6.png" alt="Country filter" title="Country-filter"></p> <h4 id="exclude-logic-in-tags-and-country-filters">“Exclude” logic in tags and country filters<a href="#exclude-logic-in-tags-and-country-filters" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#exclude-logic-in-tags-and-country-filters" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h4> <p>You can now exclude specific tags and countries while filtering Archives and Reports.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1652168685/help/IR1.png" alt="Exclude logic" title="Exclude-logic"></p> <h4 id="custom-time-periods-for-heatmaps">Custom time periods for heatmaps<a href="#custom-time-periods-for-heatmaps" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#custom-time-periods-for-heatmaps" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h4> <p>You can now analyze 30-day long heatmaps and use arrow buttons to navigate between different time periods.</p> <p>Filters are now applied to heatmaps.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1652168685/help/IR4.png" alt="30 days heatmap" title="30-days-heatmap"></p> <h4 id="navigation-buttons-connecting-reports-to-archives">Navigation buttons connecting Reports to Archives<a href="#navigation-buttons-connecting-reports-to-archives" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#navigation-buttons-connecting-reports-to-archives" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h4> <p>You can now seamlessly move from a report to a list of chats and tickets that were used to generate it. The option is available on a tooltip that pops up whenever you hover over the data that interest you.</p> <p>If there is only one range of data displayed, the link to the list shows up at the bottom of the tooltip.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1652168685/help/IR2.png" alt="Tooltip link" title="Tooltip-link"></p> <p>If there are more data ranges, you can hover over a range and select it to navigate to tickets or chats.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1652168685/help/IR3.png" alt="Tooltip hover" title="Tooltip-hover"></p> <p>If the data range is not available, the link will not be visible and data ranges will not be clickable.</p> <h4 id="updated-navigation-arrows-and-a-better-looking-chart-for-the-agent-activity-report"><strong>Updated navigation arrows and a better-looking chart for the Agent activity report</strong><a href="#updated-navigation-arrows-and-a-better-looking-chart-for-the-agent-activity-report" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/#updated-navigation-arrows-and-a-better-looking-chart-for-the-agent-activity-report" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h4> <p>Navigation arrows are more pronounced, making them easier to spot and use. The report chart’s legend has been moved to make more space for valuable data.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1652168685/help/IR5.png" alt="Agent activity arrows" title="Agent-activity-arrows"></p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Learn more about <a href="https://livechat.com/help/reporting-options-available-in-livechat/" target="_blank">all reporting options available in LiveChat</a>.</div> <div class="md:u-hidden">Learn more about <a href="https://livechat.com/help/reporting-options-available-in-livechat/" target="_blank">all reporting options available in LiveChat</a>.</div> </div> </div> </div> <aside class="c-toc b--u-pl-3 b--u-pr-1 u-hidden lg:u-block"> <div style="width: 300px; position: sticky; top:90px;" class="c-toc--desktop b--lg:u-py-4 lg:u--my-xl u-bg-white u-border-gray-900"> <h3 class="b--u-text-base b--u-text-bold b--lg:u-pl-3 u-mb-0 u-text-gray-300 b--u-py-2" id="hc-toc-heading">Table of contents</h3> <div data-scroll-spy-target="list"> <nav id="TableOfContents"> <ul> <li><a href="#engagement-vs-conversion">Chat engagement vs. Campaign conversion</a></li> <li><a href="#total-vs-queued">Total chats vs. Queued customers</a></li> <li><a href="#post-chat-form">Post-chat form report: possible discrepancies</a></li> <li><a href="#goals-vs-sales">Goals and Tracked Sales: possible discrepancies</a></li> <li><a href="#improved-reports">Improved Reports</a></li> </ul> </nav> </div> </div> </aside></div> <form action="https://hooks.zapier.com/hooks/catch/4830540/bneqpuu/" name="hc_rating" class="b--u-my-12" data-netlify="true" netlify-honeypot="human-test" data-id="497db2cf415f53180c57fbb5d6f6120e" data-controller="rating-form"> <section class="u-text-center b--u-mb-6 u-bg-gray-900 o-container v--big b--u-py-8"> <h2 class="b--u-text-lg b--u-text-bold b--u-mb-4">Was this article helpful?</h2><button type="submit" data-value="form-name=hc_rating&page_id=497db2cf415f53180c57fbb5d6f6120e&title=Discrepancies+and+improvements+in+LiveChat+reports&vote=1" data-vote="1" data-action="click->rating-form#rate" title="yes" class="c-btn u-inline-flex u-items-center b--u-mx-3 b--u-px-3 ub v--transparent b--u-mb-3 md:u-mb-0" > <svg xmlns="http://www.w3.org/2000/svg" class="b--u-mr-1.5" width="24" height="24" viewBox="0 0 24 24"> <g fill="none" fill-rule="evenodd"> <path fill="currentColor" fill-rule="nonzero" d="M2.315 11.685h4v10h-4zM17.114 21.685h-8.8v-10l5.456-8.444a2.418 2.418 0 0 1 2.63-.813l-.694 8.163h3.876a2.1 2.1 0 0 1 2.059 2.5c-.274 1.4-.6 3.068-.809 4.117-.841 4.271-3.718 4.477-3.718 4.477z"/> <path d="M0 0h24v24H0z"/> </g> </svg> <span class="b--u-text-sm">Yes</span> </button> <button type="submit" data-value="form-name=hc_rating&page_id=497db2cf415f53180c57fbb5d6f6120e&title=Discrepancies+and+improvements+in+LiveChat+reports&vote=0" data-vote="0" data-action="click->rating-form#revealMessageInput" title="no" class="c-btn u-inline-flex u-items-center b--u-mx-3 b--u-px-3 ub v--transparent" > <svg xmlns="http://www.w3.org/2000/svg" class="b--u-mr-1.5" width="24" height="24" viewBox="0 0 24 24"> <g fill="none" fill-rule="evenodd"> <path fill="currentColor" fill-rule="nonzero" d="M21.685 12.315h-4v-10h4zM6.886 2.315h8.8v10l-5.456 8.444a2.418 2.418 0 0 1-2.634.813l.694-8.163H4.414a2.1 2.1 0 0 1-2.059-2.5c.273-1.4.6-3.068.808-4.117.846-4.271 3.723-4.477 3.723-4.477z"/> <path d="M0 0h24v24H0z"/> </g> </svg> <span class="b--u-text-sm">No</span> </button> </section> <div class="u-text-center o-container u-maxw-6 c-rating-form__feedback" data-rating-form-target="feedback"> <label for="hc_rating_message" class="b--u-text-base u-inline-block b--u-mb-2">How can we make it better?</label> <br> <textarea name="message" id="hc_rating_message" maxlength="100" class="u-border u-border-black u-rounded-sm b--u-px-3 b--u-py-2 b--u-mb-3 c-rating-form__message u-text-left" data-rating-form-target="message" required ></textarea> <div class="u-text-right"> <button type="submit" data-value="form-name=hc_rating&page_id=497db2cf415f53180c57fbb5d6f6120e&title=Discrepancies+and+improvements+in+LiveChat+reports&vote=0" data-vote="0" data-action="click->rating-form#rateAndFeedback" title="no" class="c-btn b--u-px-3 ub v--transparent" data-rating-form-target="submit" disabled > Submit your feedback </button> </div> </div> <div class="u-text-center o-container u-hidden" data-rating-form-target="confirmation0"> <img src="/help/images/ok.gif" alt="" class="u-maxw-1 b--u-mb-2" width="100"> <h3 class="b--u-text-lg b--u-text-bold b--u-mb-3">Got it!</h3> <p class="b--u-text-base">Thanks for your feedback.</p> </div> <div class="u-text-center o-container u-hidden" data-rating-form-target="confirmation1"> <img src="/help/images/thanks.gif" alt="" class="u-maxw-1 b--u-mb-2" width="100"> <h3 class="b--u-text-lg b--u-text-bold b--u-mb-3">Thank you!</h3> <p class="b--u-text-base">We’re happy to help.</p> </div> </form> <section class="o-container b--u-mb-6 b--md:u-mb-12"> <h3 class="b--u-text-base b--u-text-bold u-text-gray-300 b--u-mb-4">RELATED ARTICLES</h3> <div class="o-columns v--two"><div class="b--u-p-4 b--md:u-p-6 u-bg-gray-900 u-flex u-flex-col u-justify-between u-flex-wrap"> <div> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-3">Reports section overview</h4> <p class="b--u-text-base b--u-mb-3">LiveChat offers a wide range of chat and tickets reports. Use them to fine-tune your implementation and spot areas that can be optimized and more efficient.</p> </div> <a href="/help/reporting-options-available-in-livechat/" class="c-link b--u-text-base b--u-text-bold">Read the article</a> </div></div> </section></article> </div> <section class="u-border-t b--u-py-12 b--lg:u-py-20"> <div class="o-container"> <div class="u-text-center"> <h4 class="b--u-text-3xl">Start using LiveChat now!</h4> <p class="b--u-text-lg b--u-mt-3 b--u-mb-4 u-flex u-justify-center u-flex-wrap"> <span> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10" class="b--u-mr-1"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z"> </path> </svg> Free 14-day trial </span> <span> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10" class="b--u-ml-2 b--u-mr-1"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z"> </path> </svg> AI-driven features </span> <span> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10" class="b--u-ml-2 b--u-mr-1"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z"> </path> </svg> No credit card required </span> </p> <form action="https://accounts.livechat.com/signup" method="GET" data-controller="signup" data-action="signup#submit"> <div class="u-maxw-6 u-mx-auto u-flex u-flex-col sm:u-flex-row"> <input type="email" name="email" class="b--u-mr-1 b--u-mb-1 sm:u-mb-0" data-signup-target="email" placeholder="Enter your business email" required> <input type="hidden" name="source_id" value="footer_form"> <input type="hidden" name="source_url" value="https://www.livechat.com/help/discrepancies-in-livechat-reports/"> <input type="hidden" name="source_type" value="website"> <button type="submit" class="c-btn v--signup">Sign up free</button> </div> </form> <p class="b--u-text-xs b--u-text-bold b--u-mt-6 u-mb-0"><a href="/features/" class="c-link u-text-black">Still not convinced? Discover all LiveChat features</a></p> </div> </div> </section> <section class=" u-bg-gray-900 b--u-py-8 u-border-t u-border-gray-800"> <div class="o-container u-maxw-13 u-mx-auto"> <h2 class="b--u-text-lg u-text-center b--u-mb-6">Discover <a href="https://text.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" class="b--u-text-bold c-link v--reset" data-controller="track" data-track-category="Product Bar" data-track-action="Clicked on Text" data-action="click->track#send">Text</a> products:</h2> <div class="o-columns v--four v--responsive"> <a href="https://www.chatbot.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset "> <div class="b--u-mr-3"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd1)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M43.6 31.6v3a1.1 1.1 0 01-.6 1.1c-2.2 1-4.6 1.6-7 1.7-2.4 0-4.8-.6-7-1.7a1.1 1.1 0 01-.6-1v-3.1a.9.9 0 011.2-.8c2 .9 4.2 1.3 6.4 1.4 2.2 0 4.3-.5 6.4-1.4a.9.9 0 011.2.8z" fill="#06F"/><path d="M51.8 38.9a7.6 7.6 0 01-7.6 6.9H40L32 51v-5.2l8-5.2h4.2a2.4 2.4 0 002.4-2.1c.3-4 .2-8 0-12a2.2 2.2 0 00-2.1-2 138.9 138.9 0 00-17 0 2.2 2.2 0 00-2 2c-.4 4-.4 8-.1 12a2.4 2.4 0 002.4 2.1H32v5.2h-4.2a7.6 7.6 0 01-7.6-7 96 96 0 010-12.7 7.4 7.4 0 017-6.8 125 125 0 0117.6 0 7.4 7.4 0 017 6.8 96 96 0 010 12.8z" fill="#06F"/><defs><filter id="filter0_dd1" x="0" y="0" width="72" height="72" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="b--u-text-sm u-mb-0 sm:u-maxw-2 b--u-ml-0.5"><span class="b--u-text-sm b--u-text-bold">ChatBot</span> <br><span style="opacity: .65;">Automate customer service with AI</span></p> </a> <a href="https://www.helpdesk.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset "> <div class="b--u-mr-3"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd2)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M36 33.3l8.1-7.1H36c-2.9 0-5.8.1-8.5.3a2.2 2.2 0 00-2 2c-.2 1.7-.3 3.8-.3 6v1c0 2.2 0 4.3.2 6a2.2 2.2 0 002.1 2c5.7.4 11.3.4 17 0a2.2 2.2 0 002-2c.2-1.6.3-3.6.3-5.6l5.2-4.5v4.5l-.2 6a7.4 7.4 0 01-7 6.8 118.6 118.6 0 01-17.7 0 7.4 7.4 0 01-6.9-6.8 83 83 0 01-.2-6.3v-1.2l.2-6.3a7.4 7.4 0 017-6.8C30 21.1 33 21 36 21h16v5.2L36 40.1l-7.5-6.5 4-3.4 3.5 3z" fill="#2FC774"/><defs><filter id="filter0_dd2" x="0" y="0" width="72" height="72" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="b--u-text-sm u-mb-0 sm:u-maxw-2 b--u-ml-0.5"><span class="b--u-text-sm b--u-text-bold">HelpDesk</span> <br><span style="opacity: .65;">Support customers with tickets</span></p> </a> <a href="https://www.knowledgebase.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset "> <div class="b--u-mr-3"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd3)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M46.8 26.4V21h-.3c-4.4.2-8.1 3-10.4 5.4H36c-2.3-2.3-6-5.2-10.4-5.4h-.3v5.4H20v9.2l.2 6.3a7.4 7.4 0 007 6.8 125.1 125.1 0 0017.7 0 7.4 7.4 0 006.9-6.8l.2-6.3v-9.2h-5.2zm0 9.2c0 2 0 4.2-.2 5.9a2.2 2.2 0 01-2.1 2c-5.7.4-11.3.4-17 0a2.2 2.2 0 01-2-2 76 76 0 01-.3-6v-9.1c3.8.1 7.5 4.1 8.6 5.7l2.2 3 2.2-3c1.1-1.6 4.8-5.6 8.6-5.7v9.2z" fill="#9146FF"/><defs><filter id="filter0_dd3" x="0" y="0" width="72" height="72" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="b--u-text-sm u-mb-0 sm:u-maxw-2 b--u-ml-0.5"><span class="b--u-text-sm b--u-text-bold">KnowledgeBase</span> <br><span style="opacity: .65;">Guide and educate customers</span></p> </a> <a href="https://openwidget.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset "> <div class="b--u-mr-3"> <svg width="76" height="76" viewBox="0 0 76 76" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_ddd_1770_3180)"><g clip-path="url(#clip0_1770_3180)"><rect x="6" y="6" width="64" height="64" rx="8" fill="#333333"/><rect x="6" y="6" width="64" height="64" fill="white"/><g clip-path="url(#clip1_1770_3180)"><mask id="mask0_1770_3180" style="mask-type:alpha" maskUnits="userSpaceOnUse" x="20" y="22" width="37" height="32"><path d="M38.0931 22.1982C41.4514 22.1982 44.9297 22.3204 48.0482 22.565C52.1262 22.9318 55.4845 26.1111 55.8444 30.3909L55.8865 31.1297L55.9301 32.0677C55.9732 33.0966 56.0166 35.4319 56.0602 39.0736L56.0377 40.2545C55.9933 42.3179 55.9257 44.1669 55.8444 45.4529C55.4845 49.7327 52.1262 52.9119 48.0482 53.2788C45.2132 53.5011 42.0809 53.6224 39.0116 53.6426L38.0855 53.6453C34.7272 53.6453 31.2489 53.523 28.1304 53.2784C24.0524 52.9116 20.6941 49.7323 20.3343 45.4526L20.2922 44.7137L20.262 44.0862C20.2036 42.7792 20.1562 41.1715 20.125 39.4513V36.3925L20.1491 35.2212C20.1935 33.3067 20.2578 31.6002 20.3343 30.3912C20.6941 26.1114 24.0524 22.9321 28.1304 22.5653C30.9654 22.343 34.0977 22.2217 37.167 22.2015L38.0931 22.1982ZM38.0893 28.191L36.9913 28.1959L35.93 28.2103C33.4557 28.2542 30.9978 28.3698 28.6102 28.557C27.2908 28.6793 26.3313 29.6575 26.2114 30.8803L26.1708 31.3192C26.0605 32.6261 25.9888 34.4595 25.9471 36.4738V39.3699L25.9736 40.4745C26.0231 42.2766 26.1 43.866 26.2114 44.9634C26.3313 46.1862 27.2908 47.1645 28.6102 47.2867C30.9978 47.474 33.4557 47.5895 35.93 47.6334L36.9913 47.6479L38.162 47.6528L39.1873 47.6482C42.0193 47.6214 44.8398 47.501 47.5684 47.2871C48.8878 47.1648 49.8473 46.1865 49.9673 44.9637L50.0078 44.5249C50.1429 42.925 50.22 40.5364 50.2552 37.9926L50.2316 36.4735L50.2051 35.3689C50.1555 33.5668 50.0786 31.9775 49.9673 30.88C49.8473 29.6572 48.8878 28.679 47.5684 28.5567C45.1809 28.3695 42.723 28.2539 40.2486 28.21L39.1873 28.1956L38.0893 28.191Z" fill="white"/></mask><g mask="url(#mask0_1770_3180)"><path fill-rule="evenodd" clip-rule="evenodd" d="M38.0889 15.4592C44.0661 15.4592 49.952 18.2295 53.9876 22.0383C54.0673 22.1135 53.9991 21.7143 54.5387 22.5107L38.0889 37.9217V15.4592Z" fill="url(#paint0_linear_1770_3180)"/><path fill-rule="evenodd" clip-rule="evenodd" d="M53.9876 22.0384C58.2258 26.2725 60.4205 32.0816 60.5674 37.6397C60.5699 37.7338 60.5718 38.8333 60.5731 38.9273L38.0889 37.9218L53.9876 22.0384Z" fill="url(#paint1_linear_1770_3180)"/><path fill-rule="evenodd" clip-rule="evenodd" d="M60.5731 37.9217C60.5731 43.8289 58.2906 49.2035 54.5587 53.2134C54.4436 53.337 53.9461 53.684 53.8283 53.805L38.0889 37.9217H60.5731Z" fill="url(#paint2_linear_1770_3180)"/><path fill-rule="evenodd" clip-rule="evenodd" d="M54.21 53.5803C49.9787 57.8075 43.9624 60.2164 38.3994 60.3775C38.2959 60.3805 36.7047 60.376 36.6016 60.3775L38.0895 37.9217L54.21 53.5803Z" fill="url(#paint3_linear_1770_3180)"/><path fill-rule="evenodd" clip-rule="evenodd" d="M38.0889 60.3841C32.0806 60.3841 26.4042 57.8144 22.3645 53.9726C22.306 53.917 21.4435 52.9528 21.3857 52.8966L38.0889 37.9217V60.3841Z" fill="url(#paint4_linear_1770_3180)"/><path fill-rule="evenodd" clip-rule="evenodd" d="M22.191 53.8051C17.9938 49.6119 15.8008 43.8741 15.6161 38.3651C15.6111 38.2171 15.6181 37.0106 15.6161 36.863L38.0897 37.9217L22.191 53.8051Z" fill="url(#paint5_linear_1770_3180)"/><path fill-rule="evenodd" clip-rule="evenodd" d="M15.6055 37.9218C15.6055 31.9661 17.9255 26.5518 21.712 22.5316C21.797 22.4414 22.6457 21.8183 22.7322 21.7295L38.0897 37.9218H15.6055Z" fill="url(#paint6_linear_1770_3180)"/><path fill-rule="evenodd" clip-rule="evenodd" d="M21.9688 22.263C26.1334 18.1024 32.0273 15.7033 37.5161 15.4751C37.7077 15.4672 38.3088 15.4619 38.4993 15.4592L38.0893 37.9217L21.9688 22.263Z" fill="url(#paint7_linear_1770_3180)"/></g></g></g></g><defs><filter id="filter0_ddd_1770_3180" x="0" y="0" width="76" height="76" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" type="matrix" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0" result="hardAlpha"/><feOffset dy="1"/><feGaussianBlur stdDeviation="1"/><feColorMatrix type="matrix" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.06 0"/><feBlend mode="normal" in2="BackgroundImageFix" result="effect1_dropShadow_1770_3180"/><feColorMatrix in="SourceAlpha" type="matrix" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0" result="hardAlpha"/><feOffset dy="1"/><feGaussianBlur stdDeviation="1.5"/><feColorMatrix type="matrix" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend mode="normal" in2="effect1_dropShadow_1770_3180" result="effect2_dropShadow_1770_3180"/><feColorMatrix in="SourceAlpha" type="matrix" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0" result="hardAlpha"/><feOffset/><feGaussianBlur stdDeviation="3"/><feColorMatrix type="matrix" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.03 0"/><feBlend mode="normal" in2="effect2_dropShadow_1770_3180" result="effect3_dropShadow_1770_3180"/><feBlend mode="normal" in="SourceGraphic" in2="effect3_dropShadow_1770_3180" result="shape"/></filter><linearGradient id="paint0_linear_1770_3180" x1="38.4724" y1="25.9331" x2="47.5683" y2="26.4078" gradientUnits="userSpaceOnUse"><stop stop-color="#B349D9"/><stop offset="1" stop-color="#F53547"/></linearGradient><linearGradient id="paint1_linear_1770_3180" x1="49.4051" y1="25.838" x2="49.9508" y2="37.0956" gradientUnits="userSpaceOnUse"><stop stop-color="#F13354"/><stop offset="1" stop-color="#FF4200"/></linearGradient><linearGradient id="paint2_linear_1770_3180" x1="53.493" y1="38.672" x2="51.5341" y2="47.9153" gradientUnits="userSpaceOnUse"><stop stop-color="#FF4200"/><stop offset="1" stop-color="#FFD000"/></linearGradient><linearGradient id="paint3_linear_1770_3180" x1="47.6944" y1="48.4639" x2="38.8971" y2="48.191" gradientUnits="userSpaceOnUse"><stop stop-color="#FFD000"/><stop offset="1" stop-color="#72CE3A"/></linearGradient><linearGradient id="paint4_linear_1770_3180" x1="28.1102" y1="49.2244" x2="38.0171" y2="49.4373" gradientUnits="userSpaceOnUse"><stop stop-color="#02B296"/><stop offset="1" stop-color="#72CE3A"/></linearGradient><linearGradient id="paint5_linear_1770_3180" x1="22.7873" y1="38.0065" x2="25.5249" y2="48.2296" gradientUnits="userSpaceOnUse"><stop stop-color="#2173DA"/><stop offset="1" stop-color="#02B195"/></linearGradient><linearGradient id="paint6_linear_1770_3180" x1="28.4199" y1="29.8256" x2="25.1975" y2="34.5073" gradientUnits="userSpaceOnUse"><stop stop-color="#3750FF"/><stop offset="1" stop-color="#2172D9"/></linearGradient><linearGradient id="paint7_linear_1770_3180" x1="37.237" y1="25.2676" x2="27.6519" y2="23.872" gradientUnits="userSpaceOnUse"><stop stop-color="#B44ADA"/><stop offset="1" stop-color="#364FFE"/></linearGradient><clipPath id="clip0_1770_3180"><rect x="6" y="6" width="64" height="64" rx="8" fill="white"/></clipPath><clipPath id="clip1_1770_3180"><rect width="36.2667" height="36.2667" fill="white" transform="translate(19.8662 19.8667)"/></clipPath></defs></svg> </div> <p class="b--u-text-sm u-mb-0 sm:u-maxw-2 b--u-ml-0.5"><span class="b--u-text-sm b--u-text-bold">OpenWidget</span> <br><span style="opacity: .65;">Enhance websites with widgets</span></p> </a> </div> </div> </section> <footer class=" u-bg-gray-900 b--u-pt-6"> <div class="u-border-b"> <div class="o-container-xl"> <div class="u-flex u-flex-wrap u-items-center b--u-mb-3"> <p class="b--u-text-xs b--u-text-bold u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3">Get LiveChat App</p> <p class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3"><a href="/app/livechat-web-app/" class="c-link v--reset b--u-text-xs u-flex u-items-center u-w-fit"><svg width="15" height="15" xmlns="http://www.w3.org/2000/svg"><g fill="currentColor" fill-rule="evenodd"><path d="M7.57 14.51c1.12-.15 2.1-1.31 2.72-3.03-.9-.2-1.8-.3-2.72-.31v3.34zM9.36 14.24l.2-.06.16-.05.19-.07.16-.07.19-.07a7.87 7.87 0 0 0 1.6-.97l.15-.11.15-.14.13-.11.15-.15.13-.12.02-.02a8.81 8.81 0 0 0-1.8-.69 6.44 6.44 0 0 1-1.66 2.7l.06-.02.17-.05zM14.62 7.52h-3.13a13.4 13.4 0 0 1-.53 3.6c.69.18 1.35.44 1.98.78a7.23 7.23 0 0 0 1.68-4.38zM7.57 7h3.4a12.92 12.92 0 0 0-.52-3.46c-.95.21-1.91.33-2.88.34V7zM7.57.01v3.35c.91-.01 1.82-.12 2.72-.32C9.67 1.33 8.69.17 7.57.01zM7.57 10.65c.97 0 1.93.12 2.88.34.33-1.13.5-2.3.51-3.47H7.57v3.13zM12.94 2.62c-.63.34-1.3.6-1.98.79.34 1.17.51 2.38.53 3.6h3.13a7.23 7.23 0 0 0-1.68-4.39zM12.59 2.23l-.02-.02-.13-.13-.15-.14-.13-.12-.15-.13-.14-.11a5.59 5.59 0 0 0-.94-.63 7.23 7.23 0 0 0-.17-.1L10.6.77a5.78 5.78 0 0 0-.34-.16l-.19-.08a7.38 7.38 0 0 0-.72-.25L9.2.24 9.13.22a6.44 6.44 0 0 1 1.67 2.7 8.8 8.8 0 0 0 1.79-.69zM0 7h3.13c.01-1.21.2-2.42.53-3.6a9.1 9.1 0 0 1-1.98-.78A7.23 7.23 0 0 0 0 7zM7.05 14.51v-3.34c-.92 0-1.82.12-2.72.31.62 1.72 1.6 2.88 2.72 3.03zM7.05 7.52h-3.4c.02 1.18.2 2.34.52 3.47.94-.22 1.9-.33 2.88-.34V7.52zM7.05.01c-1.12.16-2.1 1.32-2.72 3.03.9.2 1.8.3 2.72.32V0zM7.05 3.88c-.97-.01-1.94-.13-2.88-.34-.33 1.12-.5 2.29-.51 3.46h3.39V3.88zM5.49.22l-.06.02-.17.04-.2.06L4.9.4l-.2.07-.15.06-.19.08a7.57 7.57 0 0 0-.82.42l-.17.1a6.85 6.85 0 0 0-.46.32l-.16.13-.14.1-.15.14-.13.12-.15.14-.13.13-.02.02c.57.3 1.17.52 1.8.68C4.13 1.9 4.71.97 5.48.22zM2.18 12.44l.15.14.13.12.15.14.14.1.16.13.14.1a7.4 7.4 0 0 0 .81.5l.16.09a6.08 6.08 0 0 0 .34.16l.19.07a7.38 7.38 0 0 0 .35.14l.17.05.2.06.16.05.06.01a6.44 6.44 0 0 1-1.67-2.7 8.8 8.8 0 0 0-1.79.7l.02.02.13.12zM1.68 11.9c.62-.34 1.3-.6 1.98-.78a13.4 13.4 0 0 1-.53-3.6H0c.06 1.6.65 3.15 1.68 4.38z"/></g></svg> <span class="b--u-ml-1">Web browser</span></a></p> <p class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3"><a href="/app/livechat-for-windows/" class="c-link v--reset b--u-text-xs u-flex u-items-center u-w-fit"><svg width="15" height="15" xmlns="http://www.w3.org/2000/svg"><g fill="currentColor" fill-rule="evenodd"><path d="M0 12.5l6 .8V7.7H0zM0 6.9h6V1.2L0 2zM6.7 13.4l7.9 1.1V7.7H6.7zM6.8 1.1v5.7h7.7V0z"/></g></svg> <span class="b--u-ml-1">Windows</span></a></p> <p class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3"><a href="/app/livechat-for-android/" class="c-link v--reset b--u-text-xs u-flex u-items-center u-w-fit"><svg width="15" height="18" xmlns="http://www.w3.org/2000/svg"><g fill="currentColor" fill-rule="evenodd"><path d="M1.08 5.58h-.05C.47 5.58 0 6.04 0 6.6v4.44c0 .57.47 1.02 1.03 1.02h.05c.56 0 1.03-.46 1.03-1.02V6.6c0-.56-.47-1.02-1.03-1.02zM2.6 12.76c0 .51.42.93.94.93h1.01v2.4c0 .57.47 1.02 1.03 1.02h.05c.57 0 1.03-.46 1.03-1.02v-2.4h1.41v2.4c0 .57.46 1.02 1.03 1.02h.04c.57 0 1.03-.46 1.03-1.02v-2.4h1.01c.52 0 .95-.42.95-.93V5.74H2.6v7.02z"/><path d="M9.74 1.49l.8-1.23a.17.17 0 0 0-.05-.23.17.17 0 0 0-.24.05l-.83 1.27a5.46 5.46 0 0 0-4.11 0L4.48.08a.17.17 0 0 0-.24-.05.17.17 0 0 0-.05.23l.8 1.23a4.03 4.03 0 0 0-2.4 3.83h9.56l.01-.28c0-1.52-.98-2.85-2.42-3.55zm-4.6 2.2a.46.46 0 0 1-.45-.46c0-.25.2-.45.46-.45a.46.46 0 1 1 0 .91zm4.44 0a.46.46 0 0 1-.46-.46c0-.25.2-.45.46-.45a.46.46 0 1 1 0 .91z" fill-rule="nonzero"/><path d="M13.7 5.58h-.05c-.56 0-1.03.46-1.03 1.02v4.44c0 .57.47 1.02 1.03 1.02h.05c.56 0 1.02-.46 1.02-1.02V6.6c0-.56-.46-1.02-1.03-1.02z"/></g></svg> <span class="b--u-ml-1">Android</span></a></p> <p class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3 b--u-text-xs u-flex u-items-center u-w-fit"><svg width="19" height="16" viewBox="0 0 19 16" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M4.6 13.9l-1 1.5a1.2 1.2 0 01-2-1.1l.7-1.2c.2-.2.5-.5 1-.4 0 0 1.3 0 1.4.8l-.1.4zM17 10H13.9L11 4.8l-.2-.3c-.3-.4-.7.7-.7.7-.6 1.2 0 2.7.3 3l4 7.1a1.2 1.2 0 002-1.1l-1-1.8s0-.2.2-.2H17c.6 0 1.1-.5 1.1-1.1 0-.6-.5-1.2-1.1-1.2zm-5.3 1.6s.1.7-.5.7h-10a1.2 1.2 0 010-2.3h2.5c.5 0 .6-.2.6-.2l3.4-5.9v-.2l-1.2-2a1.2 1.2 0 012-1.1l.6.9.5-1a1.2 1.2 0 012 1.2L6.9 10l.1.1h2.8s1.6 0 1.9 1.6z" fill="currentColor"/></svg><a href="/app/livechat-for-iphone/" class="c-link v--reset b--u-text-xs b--u-ml-1">iOS</a></p> <p class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3"><a href="/app/livechat-for-mac/" class="c-link v--reset b--u-text-xs u-flex u-items-center u-w-fit"><svg width="15" height="18" xmlns="http://www.w3.org/2000/svg"><g fill="currentColor" fill-rule="evenodd"><path d="M12.4 9.3c0-2.2 1.8-3.3 1.9-3.3a4.1 4.1 0 0 0-3.2-1.8c-1.4-.1-2.7.8-3.4.8-.7 0-1.8-.7-3-.7-1.4 0-2.8.8-3.6 2.2C-.5 9.2.7 13 2.2 15.3c.8 1 1.7 2.3 2.8 2.2 1.1 0 1.6-.7 3-.7 1.3 0 1.6.7 2.8.7 1.2 0 2-1 2.7-2.1.9-1.3 1.2-2.5 1.3-2.5 0 0-2.4-1-2.4-3.6zM10.2 2.8c.6-.7 1-1.8.9-2.8a4 4 0 0 0-2.6 1.3C7.9 2 7.4 3 7.5 4c1 .1 2-.5 2.7-1.2z"/></g></svg> <span class="b--u-ml-1 b--u-mbn-0.5">Mac</span></a></p> </div> <nav class="u-flex u-flex-wrap b--u-mb-8 b--md:u-mb-6 b--lg:u-mb-4"> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Product</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/pricing/" class="b--u-text-xs c-link v--reset u-block" >Pricing</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/benefits/" class="b--u-text-xs c-link v--reset u-block" >LiveChat Benefits</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/tour/" class="b--u-text-xs c-link v--reset u-block" >Tour</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/features/" class="b--u-text-xs c-link v--reset u-block" >Features</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/lead-generation/" class="b--u-text-xs c-link v--reset u-block" >Lead Generation</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/livechat-demo/" class="b--u-text-xs c-link v--reset u-block" >Product Demo</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/app/" class="b--u-text-xs c-link v--reset u-block" >App</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/marketplace/" class="b--u-text-xs c-link v--reset u-block" >Marketplace</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://news.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">News</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Solutions</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/solutions/customer-support/" class="b--u-text-xs c-link v--reset u-block" >Customer Support</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/solutions/sales-and-marketing/" class="b--u-text-xs c-link v--reset u-block" >Sales & Marketing</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/enterprise/" class="b--u-text-xs c-link v--reset u-block" >Enterprise</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Customers</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/#industries" class="b--u-text-xs c-link v--reset u-block" >Industries</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/" class="b--u-text-xs c-link v--reset u-block" >Customers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/live-chat-reviews/" class="b--u-text-xs c-link v--reset u-block" >Reviews & Testimonials</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/customer-stories/" class="b--u-text-xs c-link v--reset u-block" >Case Studies</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Resources</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/success/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Success by LiveChat</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/success/customer-service-guide/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Customer Service Guide</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customer-service-report/" class="b--u-text-xs c-link v--reset u-block" >Customer Service Report</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/benchmark/" class="b--u-text-xs c-link v--reset u-block" >Benchmark</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/resources/reports/" class="b--u-text-xs c-link v--reset u-block" >Reports</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/typing-speed-test/" class="b--u-text-xs c-link v--reset u-block" >Typing Speed Test</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/privacy-policy-generator/" class="b--u-text-xs c-link v--reset u-block" >Privacy Policy Generator</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/newsletter/" class="b--u-text-xs c-link v--reset u-block" >Newsletter</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Support</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/help/" class="b--u-text-xs c-link v--reset u-block" >Help Center</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/webinars/" class="b--u-text-xs c-link v--reset u-block" >Webinars</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/marketplace/partners/" class="b--u-text-xs c-link v--reset u-block" >Partners Marketplace</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/enterprise/professional-business-services/" class="b--u-text-xs c-link v--reset u-block" >Professional Services</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://developers.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">API & Developers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://status.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">System Status</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Company</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://text.com/?utm_source=livechat.com&utm_medium=referral&utm_content=footer" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">About <span class='b--u-text-bold'>Text</span></a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/contact/" class="b--u-text-xs c-link v--reset u-block" >Contact</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/team/" class="b--u-text-xs c-link v--reset u-block" >Team</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/careers/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Careers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://investor.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Investor Relations</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://www.text.com/press/" class="b--u-text-xs c-link v--reset u-block" >Press</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://partners.livechat.com/?utm_source=livechat.com&utm_medium=referral&utm_content=footer" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Partner Program</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://incubator.livechat.com/?utm_source=livechat&utm_medium=referral&utm_content=footer" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">LiveChat Incubator</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/legal/" class="b--u-text-xs c-link v--reset u-block" >Legal</a> </li> </ul> </div> </div> </nav> <div class="u-flex sm:u-items-center lg:u-justify-between u-flex-col lg:u-flex-row b--u-mb-6 b--md:u-mb-12 b--lg:u-mb-8"> <div class="u-hidden md:u-flex u-items-center u-flex-col md:u-flex-row b--u-mb-4 b--lg:u-mb-0.25" data-controller="append-params" data-append-params-params-value="region"> <p class="b--u-text-sm b--u-text-bold b--u-mb-3 b--md:u-mb-0.25 b--u-mr-4">Start your free live chat trial</p> <a href="https://accounts.livechat.com/signup?source_id=footer_cta_button&source_type=website&source_url=https%3a%2f%2fwww.livechat.com%2fhelp%2fdiscrepancies-in-livechat-reports%2f" class="c-btn v--sm v--signup" data-controller="track" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="Sign up free" data-action="track#send" data-append-params-target="link" >Sign up free</a> </div> <div class="md:u-hidden u-flex u-items-center u-justify-center u-flex-col b--u-mb-6 b--md:u-mb-0.25" data-controller="append-params" data-append-params-params-value="region"> <p class="b--u-text-sm b--u-text-bold b--u-mb-3 b--md:u-mb-0.25">Start your free live chat trial</p> <a href="https://accounts.livechat.com/signup?source_id=footer_cta_button&source_type=website&source_url=https%3a%2f%2fwww.livechat.com%2fhelp%2fdiscrepancies-in-livechat-reports%2f" class="c-btn v--signup u-w-full u-maxw-3 u-mx-auto" data-controller="track" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="Sign up free" data-action="track#send" data-append-params-target="link" >Sign up free</a> </div> <div class="u-maxw-5 u-mx-auto lg:u-mr-0"> <div class="b--o-grid b--o-grid--gap-6 b--md:o-grid--gap-4 b--o-grid--4 b--sm:o-grid--8"> <a href="https://twitter.com/intent/follow?screen_name=LiveChat" class=" u-text-black"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none"><path fill="currentColor" d="M18.2 2.3h3.3l-7.2 8.2 8.5 11.3H16L11 14.8l-6 6.8H1.6L9.4 13 1.2 2.2H8l4.8 6.3 5.4-6.3ZM17 19.8H19L7 4H5l12 15.7Z"/></svg> </a> <a href="https://www.linkedin.com/company/livechat/" class=" u-text-black"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M20.45 20.45H16.9v-5.57c0-1.33-.02-3.04-1.85-3.04-1.85 0-2.13 1.45-2.13 2.95v5.66H9.35V9h3.41v1.56h.05a3.74 3.74 0 0 1 3.37-1.85c3.6 0 4.27 2.37 4.27 5.46v6.28ZM5.34 7.43a2.06 2.06 0 1 1 0-4.13 2.06 2.06 0 0 1 0 4.13ZM3.55 20.45h3.57V9H3.55v11.45ZM22.22 0H1.77C.79 0 0 .77 0 1.73v20.54C0 23.22.8 24 1.77 24h20.45c.98 0 1.78-.78 1.78-1.73V1.73C24 .77 23.2 0 22.22 0Z" fill="currentColor"/></svg> </a> <a href="https://www.facebook.com/livechat" class=" u-text-black"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M24 12.07a12 12 0 1 0-13.88 11.86v-8.39H7.08v-3.47h3.04V9.43c0-3 1.8-4.67 4.54-4.67 1.31 0 2.68.23 2.68.23v2.96h-1.51c-1.5 0-1.96.92-1.96 1.87v2.25h3.33l-.53 3.47h-2.8v8.39A12 12 0 0 0 24 12.07Z" fill="currentColor"/></svg> </a> <a href="https://www.youtube.com/livechat?sub_confirmation=1" class=" u-text-black"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M9.52 15.59V8.82l6.49 3.4-6.49 3.37Zm14.24-7.94s-.23-1.66-.95-2.39c-.92-.96-1.94-.96-2.4-1.02C17.03 4 12 4 12 4h-.02s-5.03 0-8.4.24c-.46.06-1.48.06-2.4 1.02-.72.73-.95 2.4-.95 2.4S0 9.6 0 11.54v1.82c0 1.95.24 3.9.24 3.9s.23 1.66.95 2.39c.92.96 2.12.93 2.65 1.03 1.92.18 8.16.24 8.16.24s5.04 0 8.4-.25c.47-.06 1.5-.06 2.4-1.02.73-.73.96-2.39.96-2.39s.24-1.95.24-3.9v-1.82c0-1.95-.24-3.9-.24-3.9Z" fill="currentColor"/></svg></a> <a href="https://www.instagram.com/livechat/" class=" u-text-black"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M7.05.07C8.33.01 8.75 0 12 0c3.26 0 3.67.01 4.95.07a8.8 8.8 0 0 1 2.91.56c.79.3 1.46.72 2.13 1.38a5.88 5.88 0 0 1 1.38 2.13c.3.76.5 1.64.56 2.91.06 1.28.07 1.7.07 4.95 0 3.26-.01 3.67-.07 4.95a8.81 8.81 0 0 1-.56 2.91c-.3.79-.72 1.46-1.38 2.13a5.88 5.88 0 0 1-2.13 1.38c-.76.3-1.64.5-2.91.56-1.28.06-1.7.07-4.95.07-3.26 0-3.67-.01-4.95-.07a8.8 8.8 0 0 1-2.91-.56A5.88 5.88 0 0 1 2 21.99a5.88 5.88 0 0 1-1.38-2.13 8.8 8.8 0 0 1-.56-2.91A85.13 85.13 0 0 1 0 12c0-3.26.01-3.67.07-4.95a8.8 8.8 0 0 1 .56-2.91c.3-.79.72-1.46 1.38-2.13A5.88 5.88 0 0 1 4.14.63 8.8 8.8 0 0 1 7.05.07Zm12.03 2.58a6.64 6.64 0 0 0-2.23-.42A83.27 83.27 0 0 0 12 2.16c-3.2 0-3.58.01-4.85.07-1.17.06-1.8.25-2.23.42-.56.21-.96.47-1.38.9-.42.41-.68.81-.9 1.37a6.64 6.64 0 0 0-.4 2.23A83.28 83.28 0 0 0 2.15 12c0 3.2.01 3.58.07 4.85.06 1.17.25 1.8.42 2.23.21.56.47.96.9 1.38.41.42.81.68 1.37.9.43.16 1.06.35 2.23.4 1.27.07 1.65.08 4.85.08 3.2 0 3.58-.01 4.85-.07a6.64 6.64 0 0 0 2.23-.42c.56-.21.96-.47 1.38-.9.42-.41.68-.81.9-1.37.16-.43.35-1.06.4-2.23.07-1.27.08-1.65.08-4.85 0-3.2-.01-3.58-.07-4.85a6.64 6.64 0 0 0-.42-2.23 3.72 3.72 0 0 0-.9-1.38 3.72 3.72 0 0 0-1.37-.9ZM12 5.84a6.16 6.16 0 1 0 0 12.32 6.16 6.16 0 0 0 0-12.32ZM8 12a4 4 0 1 0 8 0 4 4 0 0 0-8 0Zm10.4-4.97a1.44 1.44 0 1 0 0-2.88 1.44 1.44 0 0 0 0 2.88Z" fill="currentColor"/></svg> </a> <a href="https://www.producthunt.com/posts/livechat-2" class=" u-text-black"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M10.1999 14.4001h3.3998c2.3197 0 4.2-1.8803 4.2-4.2 0-2.31977-1.8803-4.20002-4.2-4.20002H7.79993V18.0001h2.39997v-3.6ZM0 12C0 5.37225 5.37225 0 12 0c6.627 0 12 5.37225 12 12 0 6.6278-5.373 12-12 12-6.62775 0-12-5.3722-12-12Zm10.2-3.60004h3.3998c.9946 0 1.8001.80625 1.8001 1.80004 0 .9937-.8055 1.7999-1.8001 1.7999H10.2V8.39996Z" fill="currentColor"/></svg></a> <a href="https://dribbble.com/textcom" class=" u-text-black"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M19.93 5.53c-.21.3-1.93 2.5-5.72 4.05a30.73 30.73 0 0 1 .9 2c3.41-.42 6.8.27 7.14.34a10.2 10.2 0 0 0-2.32-6.39ZM9.6 2.05a54.8 54.8 0 0 1 3.82 6c3.65-1.37 5.19-3.44 5.38-3.7a10.2 10.2 0 0 0-9.2-2.3ZM1.97 9.92c.46 0 4.68.02 9.47-1.25a65.4 65.4 0 0 0-3.8-5.93c-2.86 1.35-5 4-5.67 7.18Zm2.42 8.95c.23-.4 3.04-5.06 8.33-6.76l.4-.13c-.26-.58-.54-1.16-.83-1.74A37.83 37.83 0 0 1 1.76 11.7l-.01.32c0 2.63 1 5.03 2.64 6.85ZM16 21.45c-.15-.9-.74-4.03-2.18-7.77l-.07.02c-5.78 2.01-7.86 6.02-8.04 6.4A10.2 10.2 0 0 0 16 21.45Zm6.12-7.8c-.35-.12-3.17-.96-6.38-.45a44.2 44.2 0 0 1 1.99 7.31 10.27 10.27 0 0 0 4.39-6.87ZM12 24C5.38 24 0 18.62 0 12S5.38 0 12 0s12 5.38 12 12-5.38 12-12 12Z" fill="currentColor"/></svg></a> <a href="https://github.com/livechat" class=" u-text-black"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M22.39 6.13a12.1 12.1 0 0 0-4.37-4.48A11.52 11.52 0 0 0 12 0C9.82 0 7.81.55 5.98 1.65A12.27 12.27 0 0 0 0 12.3c0 2.68.76 5.1 2.29 7.23a11.78 11.78 0 0 0 5.91 4.45c.28.05.5.01.63-.12.13-.12.2-.28.2-.48a378 378 0 0 0-.01-2.29l-.36.07a6.45 6.45 0 0 1-1.95-.06 2.4 2.4 0 0 1-1.05-.48 2.03 2.03 0 0 1-.7-.98l-.15-.37c-.1-.25-.27-.52-.49-.82a1.9 1.9 0 0 0-.68-.6l-.1-.09a1.16 1.16 0 0 1-.35-.41c-.03-.08 0-.14.08-.19a1 1 0 0 1 .45-.07l.31.05c.2.04.47.17.77.38.31.22.56.5.76.83.24.44.53.78.87 1 .34.24.68.35 1.02.35.35 0 .64-.03.9-.08.24-.05.48-.13.7-.24.09-.72.35-1.27.76-1.65-.6-.06-1.13-.16-1.6-.29a6.3 6.3 0 0 1-1.47-.62 4.23 4.23 0 0 1-2.08-2.76c-.21-.7-.32-1.5-.32-2.4 0-1.3.42-2.4 1.24-3.3a4.4 4.4 0 0 1 .1-3.27c.3-.1.76-.02 1.35.22A9.29 9.29 0 0 1 9 6.36a10.84 10.84 0 0 1 6 0l.6-.39c.4-.25.88-.49 1.43-.7.55-.21.98-.27 1.27-.18.47 1.21.5 2.3.12 3.27.82.9 1.24 2 1.24 3.3 0 .9-.11 1.71-.32 2.41a5 5 0 0 1-.83 1.68 4.4 4.4 0 0 1-1.27 1.07c-.5.29-1 .5-1.47.62-.47.13-1 .23-1.6.29.54.48.81 1.24.81 2.27v3.38c0 .2.07.36.2.48.13.13.34.17.62.12 2.41-.83 4.39-2.3 5.91-4.45A12.16 12.16 0 0 0 24 12.3c0-2.23-.54-4.29-1.61-6.17Z" fill="currentColor"/></svg></a> </div> </div> </div> </div> </div> <div class="o-container-xl u-text-gray-400"> <div class="b--u-py-3"> <p class="b--u-text-2xs u-mb-0 u-pb-0" style="color: inherit;">LiveChat is customer service software that adapts to your business needs. Whether you’re a B2B SaaS or an <a href="/solutions/ecommerce/" class="c-link v--reset u-text-underline">ecommerce</a> company, our live chat software will help you sell and support across multiple communication channels and ultimately grow your business.<br>Copyright © 2024 Text, Inc. All rights reserved.</p> <div class="b--u-pt-3"> <p class="b--u-text-2xs u-mb-0 u-pb-0" style="color: inherit;">We use cookies and similar technologies to enhance your interactions with our website and Services, including when you reach out to us on chat. This comprises traffic analysis, delivering personalized content, and supporting our marketing efforts. By accessing our website, interacting with our Services, you agree to let us and our partners employ cookies and related technologies on your computer or devices. <a href="/legal/cookies-policy/" class="b--u-text-bold" style="color: inherit;">Click the Cookies Policy</a> to check how you can control the use of cookies through your device. To understand how we process your data, including through cookies, and interactions with us, please read our <a href="/legal/privacy-policy/" class="b--u-text-bold" style="color: inherit;">Privacy Policy</a>.</p></div> </div> </div> </footer> <script src="/dist/js/help.1b05c4e559d7ddbce4217254e5e176c2a1822bf3ba567acd301127912bc3d8f6.js"></script> <script async defer src="/dist/js/main.0468433ea45a73a3746f4791833cc17772be5c9f23f52a04cbb6c330c154af34.js"></script> <script async defer src="/dist/js/vendor~1.640be77df4843b82ffa39c47b3678aae74f8827a7ac159100ba417dbe9a6918e.js"></script> <script async defer src="/dist/js/vendor~2.cec0b0cca94f290f1cd8a5fe547e1e9d1b1a021a2a3c8a84eef2eaba143db2d1.js"></script> <script async defer src="/dist/js/vendor~3.277d9c17b185b5843725d623ed8659093c515c8c42892a210cfa1bd7bedab2f5.js"></script> <script async defer src="/dist/js/vendor~legal.7e407caec7c24e9948a2ee4ce0618507c1dc7536814f241c5bf782f2b0461f5b.js"></script> <script async defer src="/dist/js/vendor~stimulus.5b795d8abe662fb12ab5bbcf99351372fbea633a423f7fb18cec57c87efbf265.js"></script> <script async defer src="/dist/js/vendor~livechat.a5d8fd72db6c5621582b64ed9e8372b726322924e436f0534f19d537ece84e2e.js"></script> <script async defer src="/dist/js/controllers~sqf.ae667192300207b2fdb0d56e21c973f0ae0d930a2082c4243b9a5f34e78626b7.js"></script> <script async defer src="/dist/js/controllers.6ea74c08e29238c1547ae55937bcc3ce86a1bd4f1c2d0003a8e50fc6ed270653.js"></script> <script async defer src="/dist/js/manifest.42425d64286f0ccde0dc16bddc681f5145177a99f5f45bfc4cca78e8d5d4653b.js"></script> <script async defer src="/dist/js/controllers~help.e0dde275beefe890ca788628565f74edc61b056d1c35d358682bddf40711368b.js"></script> <script> window.__lc = window.__lc || {}; window.__lc.license = 1520; window.__lc.ga_version = "gtm"; (function (n, t, c) { function i(n) { return e._h ? e._h.apply(null, n) : e._q.push(n); } var e = { _q: [], _h: null, _v: "2.0", on: function () { i(["on", c.call(arguments)]); }, once: function () { i(["once", c.call(arguments)]); }, off: function () { i(["off", c.call(arguments)]); }, get: function () { if (!e._h) throw new Error("[LiveChatWidget] You can't use getters before load."); return i(["get", c.call(arguments)]); }, call: function () { i(["call", c.call(arguments)]); }, init: function () { var n = t.createElement("script"); (n.async = !0), (n.type = "text/javascript"), (n.src = "https://cdn.livechatinc.com/staging/tracking.js"), t.head.appendChild(n); }, }; !n.__lc.asyncInit && e.init(), (n.LiveChatWidget = n.LiveChatWidget || e); })(window, document, [].slice); </script> <noscript> <a href="https://www.livechatinc.com/chat-with/1520/" rel="nofollow">Chat with us</a>, powered by <a href="https://www.livechatinc.com/?welcome" rel="noopener nofollow" target="_blank">LiveChat</a> </noscript> <script> const checkIfMobile = () => { const userAgent = navigator.userAgent || navigator.vendor || window.opera; const mobileRegex = /Android|webOS|iPhone|iPad|iPod|BlackBerry|IEMobile|Opera Mini/i; const hasTouchSupport = 'ontouchstart' in window || navigator.maxTouchPoints > 0 || navigator.msMaxTouchPoints > 0; const isIPad = navigator.platform === 'MacIntel' && hasTouchSupport; return (mobileRegex.test(userAgent) || isIPad) && hasTouchSupport; } window.LiveChatWidget.on("ready", () => { const customerData = LiveChatWidget.get("customer_data"); let updatedSessionVariables = { visitor_id: customerData.id, og_cv_is_mobile: checkIfMobile(), og_cv_is_returning: customerData.isReturning ? "true" : "false", }; updatedSessionVariables.og_cv_account_type = customerData.sessionVariables.og_cv_account_type ?? "-"; window.LiveChatWidget.call("update_session_variables", updatedSessionVariables); }); </script> <script type="text/javascript"> (function(window, document, dataLayerName, id) { window[dataLayerName]=window[dataLayerName]||[],window[dataLayerName].push({start:(new Date).getTime(),event:"stg.start"});var scripts=document.getElementsByTagName('script')[0],tags=document.createElement('script'); function stgCreateCookie(a,b,c){var d="";if(c){var e=new Date;e.setTime(e.getTime()+24*c*60*60*1e3),d="; expires="+e.toUTCString()}document.cookie=a+"="+b+d+"; path=/"} var isStgDebug=(window.location.href.match("stg_debug")||document.cookie.match("stg_debug"))&&!window.location.href.match("stg_disable_debug");stgCreateCookie("stg_debug",isStgDebug?1:"",isStgDebug?14:-1); var qP=[];dataLayerName!=="dataLayer"&&qP.push("data_layer_name="+dataLayerName),isStgDebug&&qP.push("stg_debug");var qPString=qP.length>0?("?"+qP.join("&")):""; tags.async=!0,tags.src="https://livechat.containers.piwik.pro/"+id+".js"+qPString,scripts.parentNode.insertBefore(tags,scripts); !function(a,n,i){a[n]=a[n]||{};for(var c=0;c<i.length;c++)!function(i){a[n][i]=a[n][i]||{},a[n][i].api=a[n][i].api||function(){var a=[].slice.call(arguments,0);"string"==typeof a[0]&&window[dataLayerName].push({event:n+"."+i+":"+a[0],parameters:[].slice.call(arguments,1)})}}(i[c])}(window,"ppms",["tm","cm"]); })(window, document, 'dataLayer', '28a0a095-db17-4f24-8d11-19c9de6721cc'); </script><noscript><iframe src="https://livechat.containers.piwik.pro/28a0a095-db17-4f24-8d11-19c9de6721cc/noscript.html" height="0" width="0" style="display:none;visibility:hidden"></iframe></noscript></body> </html>