Skip to main content
waffle.svg
Domo Knowledge Base

LiveChat Connector

Version 7

 

Intro

Live Chat is a customer service chat and ticketing platform. Use Domo's Live Chat connector to track customer interactions with customer service representatives. To learn more about the LiveChat API, visit their page (https://developers.livechatinc.com/).

You connect to your LiveChat account in the Data Center. This topic discusses the fields and menus that are specific to the LiveChat connector user interface. General information for adding DataSets, setting update schedules, and editing DataSet information is discussed in Adding a DataSet Using a Data Connector.

Prerequisites

To connect to your LiveChat account and create a DataSet, you must have the following:

Connecting to Your LiveChat Account

This section enumerates the options in the Credentials and Details panes in the LiveChat Connector page. The components of the other panes in this page, Scheduling and Name & Describe Your DataSet, are universal across most connector types and are discussed in greater length in Adding a DataSet Using a Data Connector.

Credentials Pane

This pane contains fields for entering credentials to connect to your LiveChat account. The following table describes what is needed for each field:  

Field

Description

Username Enter the username for your LiveChat account.
API Key Enter your LiveChat API key. For information about finding your API key, visit https://docs.livechatinc.com/rest-ap...asic-api-usage.

Once you have entered valid LiveChat credentials, you can use the same account any time you go to create a new LiveChat DataSet. You can manage connector accounts in the Accounts tab in the Data Center. For more information about this tab, see Managing User Accounts for Connectors.

Details Pane

This pane contains a primary Reports menu, along with various other menus which may or may not appear depending on the report type you select.

Menu

Description

Report

Select the LiveChat report you want to run. The following reports are available:

Agents

Returns a list of all LiveChat agents.

Agent Dashboard Report

Returns a statistics overview from the last 7 days for the specified agent. Shows his ratings, number of chats, and number of reached goals.

Availability Report

Shows how much the agent (or group or whole account) was available for chatting during specified period. When querying for one day, results are shown in minutes per every hour, otherwise in hours for each day.

Canned Responses

Returns a full list of your currently set canned responses.

Chat

Returns a list of all ended chats.

Chat Agents

Returns a list of chat agents.

Chat Custom Variables

Returns a list of chat custom variables.

Chat Events

Returns a list of chat events.

Chat Goals

Returns a list of chat goals.

Chat Messages

Returns a list of chat messages.

Chat Postchat Survey

Returns chat postchat survey data.

Chat Report

Shows how many chats occurred during the specified period.

Chat Supervisors

Returns a list of supervisors.

Chat Tags

Returns a list of chat tags.

Chat Tickets

Returns a list of chat tickets.

Chatting Time Report

Shows how much time the agent (or group) spent on chatting during specified period. 
When querying for one day results are shown in minutes per every hour, otherwise in hours for each day.

Dashboard Report

Returns a statistics overview from last 7 days for the whole license.

Goals

Returns a list of currently set goals.

Goals Report

Shows the number of reached goals.

Greetings

Returns a list of greetings.

Greetings Report

Returns the "greetings to chat to goals" conversion rates report.

Groups

Returns a list of all created groups.

Group Dashboard Report

Returns statistics overview from last 7 days for the specified group. Shows ratings, number of chats and reached goals.

New Tickets Report

Shows the number of the tickets created during the specified period.

Queue Waiting Times Report

Shows Minimum, Average and Maximum waiting times for a given time period.

Queued Visitor Report

Shows how many visitors were waiting in the queue, how many abandoned the queue, or proceeded to chats.

Ranking Report

Shows the ratio of good to bad ratings for each operator.

Ratings Report

Shows how many chats were rated and how they have been rated during the specified period.

Solved Ticket Report

Shows the number of the tickets solved during the specified period.

Status Report

Returns the current status of your live chat instance.

Tickets First Response Report

Shows the time of the first response to tickets that were responded to for the first time during the specified period.

Ticket Resolution Time Report

Shows the resolution time of the tickets that were solved during the specified period.

Tickets

Returns a list of all tickets.

Ticket Sources Report

Shows the distribution of tickets between various channels.

Visitors 

Returns a list of visitors on the page with the tracking code installed.

Visitors Operators 

Returns a list of visitors operators.

Visitors Prechat Survey

Returns prechat survey data.

Visitors Visit Path

Returns visitors visit path data.

Start Days

Enter the number of days back for which you want to start pulling report data. Pair with End Days to create a range of days. For example, if you entered 14 for Start Days and 7 for End Days, each time your report ran it would pull data from 14 days ago up until 7 days ago.

End Days

Enter the number of days back for which you want to stop pulling report data. Pair with Start Days to create a range of days. For example, if you entered 14 for Start Days and 7 for End Days, each time your report ran it would pull data from 14 days ago up until 7 days ago.

Group

Select the group you want to retrieve data for.

Login

Select the login name you want to retrieve data for.

Other Panes

For information about the remaining sections of the connector interface, including how to configure scheduling, retry, and update options, see Adding a DataSet Using a Data Connector.