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Summary

 

Video About: How to Monitor Your Chat Operator Performance

 

Reports provide you all the information regarding your operators' chat activity and their performance. You can monitor, analyze, and work on improvement areas as needed. Data is divided into multiple widgets and each widget represents a specific graph chart detailing the particular data.

 

Reports display the chat information through the following widgets:

 

 

Each widget is explained further below in the article.

Here's how you can access the chat report:

Step 1: On your ProProfs Chat dashboard, click Reports, which will take you into the Summary section. As shown in the screenshot below, you can see all the widgets highlighting different chat statuses such as Total Chats, Rated Chats, Rating, and more.

 

Navigate to Reports and click on Summary

 

Step 1.1: You can share the complete chat report by clicking the share button and sending the link that is provided.

 

You can share the complete chat report

 

Step 2: Click each widget to view its corresponding graph chart.

 

Click each widget to view its corresponding graph chart

 

All widgets provide the following common functionalities:

  • Sort the data in terms of hours, days, weeks, and months
  • Save the graph as an image

Sort the data in terms of hours, days, weeks, and months

 

Each widget is elaborated below:

 

  • Total Chats: This widget shows how much incoming chat requests you get. The data lets you know the intensity of incoming chat traffic and if there's a particular time frame or date when the number of chat requests is highest.

 

Total Chats

 

Are we getting busier with more chats

 

  • Offline Message: It shows the number of tickets (converted out of offline messages) when your operators were offline. Depending on the frequency of tickets, you get to know if your chat schedule requires any changes.

 

Offline Message

 

  • Rated Chats: View the number of chats rated by your customers/website visitors to know what number of your chats are rated out of the total chats. More data there is, the better opportunity it creates to understand the quality of your chat support.

 

Rated Chats

 

Are customer rating their chat experience

 

  • Rating: It shows what score your chats are receiving that helps in analyzing the performance of chat support over a period of time. See the level of quality that is consistently delivered by your chat operators. Identify improvement areas and work on them accordingly.

 

Rating

 

Is our chat rating improving over time

 

  • Missed Chats: It shows the number of missed chats over a particular time period.

 

Missed Chats

 

Is our missed chats going down

 

To view individual missed chat details, click the Missed Chat Details icon.

 

Missed Chat Detailed Report

 

This opens up the Missed Chat Details screen highlighting individual missed chats along with their date and time.

 

Missed Chat Details screen highlighting individual missed chats along with their date and time

 

  • Response Time: See how much time your operators took to respond to chats. This helps in understanding the efficiency of your operators.

 

Response Time

 

Is our response time going down

 

  • Login Period: As the name indicates, it shows the login duration of your chat operators.

 

Login Period

 

How long were the operators online

 

  • Chats Duration and Average Chats Duration: It shows the time your operators are actively engaged in chats. Depending on whether you want to view individual time or collective time of your operators, this graph displays total or average time your operators had been actively chatting.

 

hats Duration and Average Chats Duration

 

What is our total chat time

 

  • Chat Summary: It offers comparative data for chat requests, accepted chats, and missed chats. You can also choose to exclude a particular parameter. For example, the Accepted data is struck off, as shown in the screenshot below.

Chat Summary

 

Further, export the hourly report in the Excel format by clicking Export Hourly Report.

 

Export Hourly Report