loading Loading...
add chat to your website

Operator Performance Reports

 

Video About: How to Monitor Your Chat Operator Performance

 

The operator performance reports provide you with insightful data to analyze the performance of your operators. You can use the performance reports to identify which operators aren't working efficiently and also provide necessary feedback to them.

 

Here's how you can access the operator performance report:

 

Navigate to the Reports tab and select Operator.

 

Operator Performance Report:  It provides data for all operators. Various sections of the performance reports are explained below.

 

 

Operator: The name of the operator.

 

Requests: The number of requests that have been received by the operator. The Accepted and Missed section specifies exactly how many requests were fulfilled and how many were missed.

 

Rating: The rating section displays the average rating the operator has received. Green color signifies a good rating, Orange signifies an average rating and red signifies a bad rating. The ratings can help you identify which operators need help.

 

Rated Chats: This list specifies how many visitor chats rated the operator. Sometimes low rated operators might have a better operating record than a high rated operator simply because more of their chats have been rated. This number is an important factor when analyzing operator efficiency.

 

Response time: The average time an operator takes to respond to a request. 

 

How To Leave Feedback For Your Operators

Giving Feedback to low-rated operators and transcripts is important. The following steps will show you how to do exactly that.

 

Step 1: Go to Transcripts----->Visitor Chat. 

 

This displays the latest fulfilled requests and also how much an operator has been rated. Click the View button to view the transcript between your operator and visitor.

 

 

Step 2: The window that opens shows you the details of the visitor and also the chats between the visitor and your operator.  Click the Edit Rating icon.

 

 

Step 3: You can leave feedback in the internal note section for your operator in the section.

 

 

The feedback can be seen by your operator under the Reports tab in the Rating sectionIt appears as a small message cloud next to the rating. Hovering over it shows your comments.