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Analyse chat activity with reports

Reports Display series' of Graphs, giving you an overview of your chat and operator activity. This data is intended to help you optimize your customer support strategy and improve its efficiency.  

 

Here's how you can access the chat reports:

 

Step 1: Summary

(i): Click "Reports" from the header menu, from the vertical list click "Summary."

Chat summary provides analytical data concerning all the chats. It efficiently provides insights to help you analyze overall customer support. Every graphical data representation that's part of the summary section helps answer questions like 'Are we getting busier with more chats,' 'Is our chat rating improving over time,' 'What is our total chat time,' and many more. 

 

(ii): Measure the performance of your team with the overview, you can view data for a particular operator, and for a specific day or range of time. 

 

(iii): Scroll down to the graphical data representation labeled "Chat Summary." This graph sheet displays data for total chat requests and how many of them were accepted or missed. You have the option to view 'daily,' 'weekly,' or 'monthly' data representation. Data is also available in tabular representation. Click the "Tabular form" button marked by the arrow in the below image. 

 

Step 2: Rating

(i): Click "Rating."

Chat rating reports provide analytical data concerning the ratings of all chats. The graphical representations that are part of rating section answer questions like 'Is our chat rating improving over time,' 'Are visitors happy with our operators,' and more. You can choose to view data for a particular operator, and for a specific day or range of time. 

 

Step 3: Operator

(i): Click "Operators."

Operator reports provide analytical data concerning all operators and the chats handled by them. The graphical representation that is part of operator section answers the question 'How are our operators performing.' 

 

(ii): Operator reports allows analyzing operator performance. You can view and download data for any specific day or range of time.  

 

Step 4: Timesheet

(i): Click "Timesheet." 

Timesheet provides analytical data for all operators and their login hours. The graphical representation that is part of operator section answers the question 'How long are my operators logged in.' 

 

(ii): Timesheet provides analytical insights into operators' login hours, the graphical representation depicted below allows you access to every operators' logged in hours. You can view and download data for any specific day or range of time for all or any particular operator. 

 

(iii): Operators' Online/Offline/Away time 

To access the operators' specific Online time or Offline time scroll down to the operator sheet in the "Timesheet" tab and click "View" for the particular operator.

 

A pop-up will appear with the detailed information of operator's login time and logout time, with access to this data it's simple to figure out the time an operator's been away. The operator timesheet allows to view information in a date-wise format, select the date from the vertical menu to view details for that particular day. Also, the sheet provides a graphical representation of the total logins in a day and the amount of active time for the operator, the graph can be viewed in 'Daily,' 'Weekly,' or 'Monthly' format. 

 

 

 

Step 5: Visitor

(i): Click "Visitor."

The visitor section of chat reports provides analytical insights into website traffic. The graphical representation that is part of visitor section answers the question 'Is our website traffic growing.' 

 

(ii):  The graphical representation in the visitor section as depicted in below image, allows you to view visitors per month. It also provides a number which is for all visitors on the website across the entire timeline.