LivePerson Chat Reports

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Robyn Banks
8 years ago
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1 LivePerson Chat Reports January 2013

2 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 Call Center Canned Answers Custom Variable Invitations Operator Login Logout Operator Performance Opportunities Pre-Chat/Exit Surveys Analysis Service Level Transfer Volume

3 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. 2

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5 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. 4

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

6 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. 5

7 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. 6

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Invitations The Invitations report analyzes manual chat invitations issued for the whole account, by skill group, operator group or individual operator.

9 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. 8

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11 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 operator s name. An Operator Login Logout report is displayed below. 10

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13 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. 12

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15 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. 14

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Pre-Chat/Exit Surverys Analysis Report The Pre-chat/Exit Surveys Analysis reports summarizes the results of the operator, pre-chat or exit surveys.

17 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. 16

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19 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. 18

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21 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. 20

22 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. 21

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LivePerson Benchmarking Study Sales Edition

LivePerson Benchmarking Study Sales Edition 2 Executive Summary The following document summarizes the results of an in-depth study of the online performance of several current LivePerson Sales Edition