Operators Stats

Operator reporting overview

Depending on the chats distribution method, the data in the table will be of two types:

•operators reporting for the accounts with "To all" chats distribution method

•operators reporting for the accounts where "Random" or "Round robin" chats distribution is enabled

The difference is that in case of 'To all" chats distribution the chat acceptance rate is calculated the following way: Accepted chats*100% / Total chats  while in case of "Random or Round Robin" chats distribution method it is calculated the following way: Accepted chats *100% / Chat calls

Operators reporting for the account with "To all" chats distribution

Statistics for operators with "to all" chats distribution enabled in the account

1.Graphical representation for operator statistics

2.Expand / hide table view

3.Operator names and operator logins

4.The number of accepted chats

5.Chats acceptance rate - the ratio of total and accepted chats

6. Average chat accept time

7.Invitations sent, accepted and declined

8.Online, Away and Offline time

9.Post Chat Survey results

10.Clears all checked cells

11.Clears all checked boxes

12.Export data to CSV

13.Totals - total account accepted chats

Operators reporting for the account with "Random" or "Round Robin" chats distribution

Operators stats for random and round robin chats distribution

1.Graphical representation for operator statistics

2.Expand / hide table view

3.Operator names and operator logins

4.The number of chats assigned to an operator

5.Accepted chats - how many chats an operator accepted

6.Missed chats - how many chats were missed, i.e. remained unaccepted

7.Acceptance rate - the ratio of accepted chats and chat calls assigned to an operator

8.Load rate - the ratio of chats accepted by an operator and total chats accepted by all operators in the account

9.Average chat accept time - how fast chats are accepted by an operator

10.Invitations sent, accepted and declined

11.Online, Away and Offline time

12. Post Chat Survey results

13.Clears all checked cells

14.Export data to CSV

15.Allows to hide and show displaying fields

16.Totals for operator incoming chats, accepted chats and missed chats

Post Chat Survey Reporting

The data from post chat surveys is processed by statistics, the results appear on the Operators tab. Please note! The results only from standard surveys which are available through your account Control Panel are processed. If you use your custom survey, the data will not be processed in this case.

Advantages

Based on stats information you can do the following:

•see most productive employees

•see those who miss chats or prefer not to accept them in case of "to all" chats distribution

•regulate chats load and empower team with additional employees in busy hours