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

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.Clears all checked boxes

10.Export data to CSV

11.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

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.Clears all checked cells

13.Export data to CSV

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

 

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