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Live Agent has been put in maintenance mode. The product will continue to be maintained in the foreseeable future. Users can continue to fully rely on Live Agent being available. In future releases, only security updates and bug fixes will be provided; no new features will be released.
This report shows label-specific metrics, including the number of conversations, incoming and outgoing messages, average response time, average resolution time, and the count of successfully resolved user requests for each label. With this report, you can monitor how many conversations or requests are linked to particular labels. This allows you to recognize the most frequent and critical issues or topics. For instance, you can check if there’s a rise in the number of conversations marked as billing issues and then take necessary steps accordingly. To learn more about metrics, refer to Report Metrics.
Live Agent Labels report

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View Reports

To view a report, do the following:
  1. In the Live Agent interface, go to Reports > Labels.
  2. In the upper-left corner of the report page, select a label and time period from the list.
The chart will be updated with the corresponding data related to the selected filter.

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Download Reports

To download a report as a CSV file, click Download Report in the upper-right corner of the report page.

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