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This guide covers everything under the Analytics section of LiveChat in Tars. Use these reports to monitor conversation volume, agent performance, customer satisfaction, and more.

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How to access

  1. Click the LiveChat icon in the left sidebar of your Tars dashboard.
Tars dashboard left sidebar showing the LiveChat icon
  1. In the left panel, click Analytics. You’ll find seven sub-sections: Overview, Conversations, Agents, Inboxes, Labels, CSAT, and Transcript.

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1. Overview

Account health and real-time conversation load. The Overview page gives you a snapshot of your LiveChat activity for the selected date range, plus a live view of what’s happening right now.

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Period summary

Overview page showing period summary metrics including Conversations, Messages, Resolutions, and Avg Response times

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Live status

These update in real time and are not affected by the date filter.
Live status section showing Open, Unattended, Unassigned, and Pending conversation counts
Conversation Trend chart — A line graph showing how conversation volume changed day by day across the selected period. Hover over any point to see the exact count for that date.

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2. Conversations

Track conversation trends and agent conversation load. This page breaks down conversation activity for the period and shows how the load is distributed across agents. Top metrics (live):
  • Open — Total currently open conversations
  • Unattended — Open conversations with no agent reply
  • Unassigned — Open conversations not yet assigned
Account Trend: Conversations — A line chart showing daily conversation volume. Use the dropdown to switch the metric being plotted (e.g. Conversations, Resolved, etc.).
Conversations page showing the Account Trend line chart with daily conversation volume
Agent Conversation Metrics — A table listing every agent with their current Open and Unattended conversation counts. Use this to spot agents who are overloaded or conversations that are going unattended.
Agent Conversation Metrics table showing Open and Unattended counts per agent
The metric counts at the top of this page reflect live data, not the selected date range.

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3. Agents

Conversation and response performance by agent. This page shows how each agent is performing across key metrics for the selected period.

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Agent table columns

Conversation Trend chart — Same as the Overview trend, shown here for context alongside agent data.
Agents page showing the performance table with Conversations, Resolved, Avg First Response, and Avg Resolution columns
If a column shows --, it means there is not enough data to calculate that metric for the selected period.

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4. Inboxes

Team inbox performance and conversation trend. This page shows performance broken down by each inbox (e.g. Website Inbox, Support Inbox).

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Inbox summary table columns

Conversation Trend: All Inboxes — A combined trend chart showing total conversation volume across all inboxes for the period.
Inboxes page showing the inbox summary table and combined conversation trend chart
Use this page to compare inbox performance and identify which channel (e.g. website vs support) is driving the most volume.

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5. Labels

Performance metrics for labeled conversations. If your team uses labels to categorise conversations (e.g. “billing”, “junk”, “urgent”), this page lets you filter analytics by a specific label. Use the label dropdown at the top to select the label you want to analyse. The metrics shown are identical to the Overview period summary: Conversations, Incoming Messages, Outgoing Messages, Resolutions, Avg First Response, and Avg Resolution. Conversation Trend — Shows volume over time for conversations tagged with the selected label.
Labels page showing the label dropdown filter and conversation trend for the selected label
If no conversations are tagged with a label in the selected period, all metrics will show 0.

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6. CSAT

Customer satisfaction response analytics and feedback. CSAT (Customer Satisfaction) tracks how customers rate their conversations after they are resolved.

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Top metrics

Ratings Distribution — A bar chart showing the breakdown of ratings from 1 to 5 stars, with count and percentage for each.
CSAT page showing ratings distribution bar chart from 1 to 5 stars
CSAT Responses table — A log of individual responses showing the date, rating (1–5 stars), agent who handled the conversation, contact (customer name), and feedback (written comment, if provided).
CSAT Responses table showing date, rating, agent, contact, and feedback columns
Filters available: All Ratings / specific star rating, All Inboxes / specific inbox, All Agents / specific agent.
Export the CSAT data as a CSV for deeper analysis or to share with your team in a report.

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7. Transcript

Export livechat conversation transcripts for a selected date range. This page lets you export a full record of conversations as a CSV file. How to export:
  1. Set the date range using the date picker.
  2. Click Export Transcript CSV.
  3. A CSV file will download containing all conversation transcripts for that period.
Transcript page showing the date picker and Export Transcript CSV button
The exported CSV includes the full message history for each conversation — useful for audits, quality reviews, or training purposes.

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Frequently asked questions

Yes. The CSAT section has a CSV export option. The Transcript section lets you export full conversation histories. For other sections, you can use the date range filters and take screenshots or manually record the data.
This means there is not enough data to calculate that metric for the selected period. Try expanding the date range to get more data points.
Open means the conversation is active. Unattended means it’s open but no agent has replied yet. Unassigned means no agent has been assigned to it at all. A conversation can be both unattended and unassigned at the same time.