Live Chat Escalation Metrics
Samuel Su
on March 24, 2026We've added Live Chat Escalation tracking to the analytics dashboard, giving you clear visibility into how often conversations are escalated to human agents.
What's New
Escalation Timeline Chart
A dedicated Live Chat Escalations chart is now available in your analytics dashboard. It tracks every escalation event per day, broken down by source — so you can see trends across your widget, WhatsApp, Messenger, LINE, and other integrated channels.
Like other dashboard charts, you can toggle between timeline and pie chart views to spot trends over time or compare channel distribution at a glance.
Multi-Channel Tracking
Every escalation is recorded with its source channel. If a single conversation escalates multiple times (for example, a WhatsApp user requesting human support more than once), each event is counted individually — giving you an accurate picture of support demand.
Public Dashboard Support
If you share your analytics via the public metrics page, the escalation chart can be included alongside your existing metrics. Enable it under Settings > Analytics by adding "Live Chat Escalations Timeline" to your selected sections.
Where to Find It
Navigate to your chatbot's Analytics tab. The Live Chat Escalations chart appears right after the Messages Timeline. Use the date range picker and source filters to drill into the data you need.