This month, we are going to tell you about Live2Support's reporting feature which is designed to provide you with seamless access to a wealth of reporting data and statistics generated by the user interaction on your website. There are two types of reporting functionalities that take place on your website that are directly related to our live chat software. First, the optional customer survey which is completed by many site visitors and online customers provides valuable insights on your chat operators' performance as well as the overall user experience. The survey is customizable so you can include as many or as few questions in the survey form as you wish. The post-chat survey form is a great way for you to learn more about critical elements such as how long customers wait in queue before a chat is picked up, the extent to which the answers provided by your chat agents are accurate, and the length of time your chat operators take to address customer issues.

The reporting feature, on the other hand, generates precise data on a number of factors that bear relevance to your chat-based customer engagement model. The reporting function provides comprehensive intelligence on.

• Your chat operators' response levels to your chat queue and whether or not the queue is being attended to in a timely manner
• The ratings your online customers and site visitors are giving your chat agents
• What your customers are saying about you by making it possible for you to search chat transcripts for specific information

The reporting feature also allows you to gather and analyze data with respect to missed chats, discontinued chats, chat duration and other relevant factors that tend to either positively or negatively impact the user experience. The enhanced live chat reporting feature is available in our Gold Package and can be activated in no more than three minutes. So why not visit your Live2Support Control Panel today and get the ball rolling on performance reporting. It is always good to know what your frontline is up to because, after all, the customer is always king.