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LivePerson

Chat Reports

January 2013

LivePerson Chat Reports

Introduction
LivePerson offers a full set of online reports designed to measure the effectiveness of the chat operations of your call center. The
statistics provide information to access operator performance and call center metrics at all levels. You can drill-down to a particular
operator group, operator, skill or service queue. You can display information on an hourly basis over a selected 24-hour period or on
a daily basis over a selected 30-day period. This document provides a brief overview of the different Chat reports and defines the key
terms for each report.
All reports are run from a new user-friendly user interface, which allows you to produce real- time reports. You can access the chat
reports in the Reporting & Analytics > New Reports section of the Admin Console. To run a report, click the type of chat report that
you want to run, select the date and time, select the level you want to summarize (account, skill or operator) and the LivePerson
reporting engine will process the report and return the results in HTML or Excel formats.

Summary of Reports
The following Chat reports are available:
Averages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Canned Answers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Custom Variable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Invitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Operator Login Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
0
Operator Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Pre-Chat/Exit Surveys Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Service Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

2013 LivePerson, Inc.

LivePerson Chat Reports

Averages Report
The Chat Averages report summarizes the response time and response size (words and lines of text)
for operators and visitors during a chat. This report can be run at the account, skill group, operator
group, and individual operator level. A partial Chat Averages report is displayed below.

2013 LivePerson, Inc.

LivePerson Chat Reports

2013 LivePerson, Inc.

LivePerson Chat Reports

Call Center Report


The Call Center report summarizes detailed call center performance metrics at the account, operator,
operator group, skill, and service queue level. The Call Center report consolidates the following
information in different component reports:
Operator Performance Report Account availability and operator performance statistics per
account or by skill. Operator Performance Report on page 14.

Service Level Report Wait time statistics per account or by skill. Service Level Report on page 22.
Volume Report Chat volume statistics per operator or by skill. Volume Report on page 22.
A partial Call Center report (Volume by Skill) is displayed below.

2013 LivePerson, Inc.

LivePerson Chat Reports

Canned Answer Report


The Canned Answer report summarizes the frequency with which each canned answer is used and lists the
amount of times that canned answers were sent as is or edited (using the Canned command in the Operator
Console). The report indicates which skills make most use of the available canned answers. This report can be
run at the account or skill level. A partial Canned Answer report is displayed below.

2013 LivePerson, Inc.

LivePerson Chat Reports

Custome Variable
The Custom Variable report provides analysis of the Custom (Tracking) Variables defined in your web pages
and in depth data analysis from the chat operator survey, pre-chat survey, exit survey, and offline survey. The
report can be run at the account, operator, operator group, and skill level.
The report displays each question in the survey, along with a list of visitor responses received and a count of
the responses received (expressed as a percentage of total responses). The survey returns are broken down
per operator. The survey responses are hyper-linked, allowing you to drill-down to the source chat transcripts
underlying the selected result. A partial Custom Variable report is displayed below.

2013 LivePerson, Inc.

LivePerson Chat Reports

2013 LivePerson, Inc.

LivePerson Chat Reports

Invitations
The Invitations report analyzes manual chat invitations issued for the whole account, by skill group, operator
group or individual operator. It presents statistics for invitation acceptance rates and classifies invitations
according the Hot or Cold Lead status of visitors. A partial Invitations report is displayed below.

2013 LivePerson, Inc.

LivePerson Chat Reports

2013 LivePerson, Inc.

LivePerson Chat Reports

Operator Login/Logout Report


The Operator Login Logout report summarizes the time each operator has been logged into the system. You
can see the specific activity for the day by clicking the operators name. An Operator Login Logout report is
displayed below.

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LivePerson Chat Reports

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LivePerson Chat Reports

Operator Performance Report


The Operator Performance report summarizes critical chat performance time and event metrics for operators.
This report can be run at the account, skill group and operator level. A partial Operator Performance report is
displayed below.

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LivePerson Chat Reports

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LivePerson Chat Reports

Opportunities Report
The Opportunities report summarizes visitor traffic to pages with chat icons in different states (online or
offline). This report is run at the account level. A partial Opportunities report is displayed below.

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LivePerson Chat Reports

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LivePerson Chat Reports

Pre-Chat/Exit Surverys Analysis Report


The Pre-chat/Exit Surveys Analysis reports summarizes the results of the operator, pre-chat or exit surveys.
This report can be run at the account or skill group level. To analyze the survey responses, you need to run a
Custom Variable report. A partial Pre-chat/Exit Surveys Analysis report is displayed below.

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LivePerson Chat Reports

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LivePerson Chat Reports

Service Level Report


The Service Level report summarizes average wait time statistics for visitors. This report can be run at the
account or skill group level. A partial Service Level report is displayed below.

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LivePerson Chat Reports

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LivePerson Chat Reports

Transfer Report
The Transfer report summarizes the chat transfer activity within each skill group. This report can be run at the
account, skill group, operator group, and individual operator level. A partial Transfer report is displayed below.

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LivePerson Chat Reports

Volume Report
The Volume report summarizes critical chat performance time and event metrics. This report can be run at the
account, skill group, operator group, and individual operator level. A partial Volume report is displayed below.

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