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

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.Load rate - agent load, the percent of all incoming chats

5.The number of 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.Chat calls - the number of received chats. With "to all" chats distribution method all chats in the apps of agents are calculated, i.e. if a chat was directed to three agents, the number of chats will be three. E.g. There are 3 departments and 9 agents with 3 agents in each department. If a chat is assigned to one of the departments, 3 agents will receive it in their apps and only one can accept it. 'Chat calls' metric will show this chat for all 3 agents while 'accepted chats' will show 1 chat only for 1 agent who accepted it.

11.Acceptance rate - the ratio of total and accepted chats

12.Average messages in chat - the average number of messages sent in chats

13.Average reply time - how long it takes by an agent to reply in average

14.Statistics on agents invitations and internal chats

a.Invited colleagues to chat - how many times co-workers were invited to chat

b.Was invited by colleagues to chat - how many times an agent was invited to chats of other co-workers

c.Called colleagues - the number of initiated operator-to-operator chats

d.Was called by colleagues - the number of internal chats initiated by other operators

15.Clears all checked cells

16.Clears all checked boxes

17.Export data to CSV

18.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

2.Graphical representation for operator statistics

3.Expand / hide table view

4.Operator names and operator logins

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

6.The number of accepted chats

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

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

9.Statistics on chat invitations

10.Online, Away and Offline time

11.Post Chat Survey results

12.Chat calls - the number of chats directed to an agent

13.Averages on the agent performance

14.Statistics on agent calls and invitations:

a.Invited colleagues to chat - how many times co-workers were invited to chat

b.Was invited by colleagues to chat - how many times an agent was invited to chats of other co-workers

c.Called colleagues - the number of initiated operator-to-operator chats

d.Was called by colleagues - the number of internal chats initiated by other operators

15.Clears all checked cells

16.Export data to CSV

17.Allows to hide and show displaying fields

18.Totals for statistical data on all agents

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.

Statistics columns managing

•Columns can be reordered by drag and drop

•Columns can be shown or hidden. You can check or uncheck the boxes in front of the column names to hide them or show in the statistics table:

Hide and add columns

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