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LibAnswers statistics: Analyzing and exporting LibChat stats

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View your LibChat statistics

To get started, go to LibChat > Statistics.

If your LibAnswers system is set up as a Shared Group System, you will have additional filters that allow you to limit the statistics you are viewing to a specific Group Member Library. Admin users can view any chat statistics in the system, while Regular users can only view stats for chats that originated from or were transferred to their Group Member Library.


Filter your statistics

Use the filters at the top of the page to narrow the chats you want to analyze.

filters for libchat statistics
  1. Include chats from local widgets/depts answered by shared sites: if your LibAnswers site has departments and chat widgets that are also monitored by shared sites, you can choose to include chats answered by the shared sites with this checkbox. 
  2. Email/Phone: use this field to filter by the email address or phone number that was input by the patron in the Contact Info field.
  3. Department: use this field to filter chats to a specific department that is monitoring any chat widget(s). Select "View All" to include chats from any department.
  4. Owner: use this field to filter chats to the owner/answerer. Select "View All" to include chats owned by any user.
  5. Tag: use this field to filter chats based on their assigned tags.
  6. Rating: use this field to filter chats based on the rating that the patron gave to the chat, if they gave one, after the chat was complete. Select "View All" to include all ratings.
  7. Widget: use this field to filter chats to a specific widget that is receiving chats. Select "View All" to include chats from any widget.
  8. Asked from and To:  use these date fields to filter chats by their submission dates, using the Asked from field to specify a start date and the To field to specify an end date. (The maximum date range you can search at once is 1 year.)
  9. Status: use this field to show only missed chats, only answered chats or both.
  10. Answered by Co-Op: if your library belongs to one more co-ops, use this field to filter for chats that were answered by the co-op(s).
  11. Answered by Group Member: use this field to filter chats by a specific Group Member Library. Select "Any" to include chats from all member libraries.
    • Note: this filter is disabled for Regular users -- they can only view transcripts for the Group Member Library they are assigned to
  12. Widget's Group Member Library Affiliation: use this to filter chats based on the group affiliation of the widget where the chat was started.
    • This can be helpful when you want to see all chats originating from a specific group member's widget, even if the chat was ultimately answered by a different group or co-op.
  13. Screensharing: if your library subscribes to the screensharing addon for LibChat, use this field to filter chats by whether or not a screensharing session was used.
  14. To apply your filters, click the Filter button.
  15. To reset all fields to default, click the Clear Filter link.

Distribution reports

After filtering and selecting Distributions, you will be able to view the following reports:

  • Monthly Breakdown: view a month-by-month report of chats that are answered or missed.
  • Daily Distribution: view a day-by-day report of the day of the week that chats that are answered or missed.
  • Hourly Distribution: view an hour-by-hour report for the hour of the day that chats are submitted.
  • Daily/Hourly Distribution Table: view hourly chat distributions for each day of the week in the time period selected.

Browser/OS & Referrer Information reports

After filtering and selecting Browser/OS & Referrer Information, you will be able to view the following reports:

  • Browsers: view a breakdown of the browser used by the user to start the chat.
  • Operating Systems: view a breakdown of the operating system used by the user to start the chat.
  • Widget Statistics: view a breakdown of which widgets were used to start a chat.

Clients/Staff reports

After filtering and selecting Clients/Staff, you will be able to view the following reports:

  • Chat Messages: provides you with a summary of your chat activity, including the total number of messages sent by operators and patrons; total time chatting with patrons; the average chat duration; and average wait times.
  • Patron Ratings: provides a summary of the ratings provided by your patrons after each chat, as well as an overall average rating. This can help you evaluate the quality of your chat service.
  • Answerer Statistics: summarizes the number of chats answered by each user (users with no chats are excluded from the report). 
  • Department Statistics: summarizes the number of chats sent to each department. This report includes a stacked bar chart, which breaks down the total number of chats by status (answered and missed).
  • Tags: summarizes the number of chats that were assigned a particular tag (tags that have not been assigned to at least one chat are excluded from the report).

Export Statistics

To export the currently filtered statistics report: 

  1. Click the Export Statistics button to go to the Exports tab.
    1. Alternatively, you can jump directly to the Exports tab.
The Export button for ticket stats
  1. On the Exports tab, confirm your filters are accurate, then click the Export Statistics button.
  2. Once the export is ready, you can download a CSV containing the data tables from your Distribution, Browser/OS & Referrer Information (including referring URLs), and Clients/Staff reports. (LibChat transcript exports are also available here.)
    1. To download a completed export, click on its download () icon in the Actions column.
    2. To cancel a queued export, click on its cancel () icon in the Actions column.
    3. To delete an export, click on its trashcan () icon in the Actions column. 
the Export tab showing requested downloads