Live2Support Spotlight - Chat Request , Chat Statistics, Chat Rating and Operator Login/Logout Report etc.
Executive Summary
This month’s spotlight shines brightly to highlight the various report-generating features of Live2Support pertaining to chat statistics data. Learn about the various types of statistical reports and how best to use them to improve performance and service delivery.
Feature Overview
When you log in and arrive at Live2Support’s Control Panel, you will notice a drop down menu option called “Reporting and Hits Analysis.” One of the various options here is called “Support Operator Reporting.” This is your gateway to access five different reports which are designed to provide you with statistical feedback about the way in which live chat from Live2Support is being used on your web site. Here is a brief Overview of the five reports. Do launch them whenever you wish to conduct performance assessment on your site.
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Chat Request Reports
This report shows both the time of the chat request by your site visitor as well as the time when the chat request was accepted by your operator. It also calculates the difference, i.e. the delay factor in accepting the chat request thus helping you determine operator efficiency. The report also accurately reflects the duration of the chat session. This feature is available for each chat session or during a specified time frame. At the end of the report, there is a column which shows the average time it took your chat operator to accept the chat as well as the cumulative duration of the chat session. You can also denote a specific chat operator and view his or her performance or you can view the performance of all the chat operators simultaneously with a single mouse click. you can even examine the chat transcript that is pertinent to that specific session.
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Chat Statistics.
This report has the functionality to provide the selection of either the operator’s name or the specific time frame. This report will show you, in the form of an easy-to-read summary, how many chat requests were made during a specified period. The total number of chats requested by your customers is also shown along with the number of chats accepted during that specific time frame. Data is further classified into “chat continued” or “chat not continued.”
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Login and Log out report
The login and logout report in Live2Support serves the role of a time-keeper for all your chat operations. There are two versions of this report which you can access directly from the options menu—the summary report and the detailed report. The summary report tells you how long your chat operator(s) were logged in and gives you this information in hours and minutes. The detailed report provides information on the start time and end time of each chat operator. Where as the summary provides you with a quick overview, the detailed report provides you with precise data on your chat operator's check-in and check-out times. You can use this information to calculate the number of hours during which your chat operators were entertaining chat requests and responding to customer queries via live chat.
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Average Chat Rating Report
The data provided to you in this summary reported is based on the ratings awarded by your customers and site visitors upon the conclusion of each chat session. You can now assess the average performance of your chat operators based on quantifiable feedback provided by your customers. The report summarizes rating data on a monthly basis and can help you to further streamline your customer service delivery process.
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Chat Rating Report
This is also a chat rating report. However, it is a detailed and comprehensive report on rating your chat operators' overall performance while processing chat requests. The report details each chat session and provides the customer rating for each chat session. In order to further validate your conclusions about performance levels, you can now access the pertinent chat transcripts from within the report.
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