Professional Documents
Culture Documents
LivePerson Chat Reports
LivePerson Chat Reports
Chat Reports
January 2013
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
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Operator Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Pre-Chat/Exit Surveys Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Service Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
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.
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.
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.
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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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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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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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