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An overview of metrics like total chats received to measure live chat operator performance

0:10

The total number of missed chats that help to identify scheduling and staffing issues

0:14

Overall chat rating that helps you to measure customer satisfaction

0:19

Response time and chat duration reports that help to measure how quick were your reps were at answering a customer’s query

0:23

Data that can be reviewed over time ranges to find answers to important questions like ‘are we getting busier with more chats?’

0:28

Answers that help you evaluate whether your chat rating is improving over time

0:43

Post chat survey data that helps you measure customer satisfaction level

0:47

Data that shows when your customers were not happy with your chat operator’s service in red

0:51

Data diagnosis by checking the live chat ratings for every operator and use filter to see which chat sessions were rated poorly

0:55

Each chat transcript that is stored for your review, giving managers the ability to tag and add training feedback for every operator

1:01

Advanced reports such as time-sheets, operator performance and even filter them

1:09
How to Monitor Operator Performance With Live Chat Reporting
6Likes
1,157Views
2017Dec 22
Live chat reports (https://www.proprofs.com/chat/reports...) are a great way to learn how your operators are performing during an ongoing conversation with a visitor. The use of live chat reporting and ratings can help you know the perspective of visitors and why they couldn’t convert at your website. It is essential to track every metric in a live chat rating report while improving your team’s performance to build a delightful customer service experience. However, to do that right, it is necessary to have a tool, like ProProfs Live Chat Software, that offers actionable insights and complete live chat analysis from a vast library of different reports put together. With this live chat tracking tool, you not only get to monitor live chat sessions in real-time but also access live chat analytics and reports section that shows: 0:10 - An overview of metrics like total chats received to measure live chat operator performance 0:14 - The total number of missed chats that help to identify scheduling and staffing issues 0:19 - Overall chat rating that helps you to measure customer satisfaction 0:23 - Response time and chat duration reports that help to measure how quick were your reps were at answering a customer’s query 0:28 - Data that can be reviewed over time ranges to find answers to important questions like ‘are we getting busier with more chats?’ 0:43 - Answers that help you evaluate whether your chat rating is improving over time 0:47 - Post chat survey data that helps you measure customer satisfaction level 0:51 - Data that shows when your customers were not happy with your chat operator’s service in red 0:55 - Data diagnosis by checking the live chat ratings for every operator and use filter to see which chat sessions were rated poorly 1:01 - Each chat transcript that is stored for your review, giving managers the ability to tag and add training feedback for every operator 1:09 - Advanced reports such as time-sheets, operator performance and even filter them With the use of extensive ProProfs Live Chat reports, you can get benefits like: Easy access to customer service metrics that help you track every live chat operator's performance and helps you provide better training while you monitor live sessions. Track the total number of chats received and accepted by all operators and later develop a strategy that helps you retain and engage customers. This is another way to monitor live chat operator performance. Track every operator’s efficiency and whether the customers were happy during their session or not. With such a live chat operator monitoring feature, you can keep more customers delighted. Access to time-sheets that help you see how many hours has every operator has given towards improving customer satisfaction rate. With live chat analysis and reports, understand the areas of improvements that can help you increase operators’ productivity. Access live chat tracking reports understanding the key drivers of improving website traffic and problem areas that impact the overall business performance. After all, it’s not just about using live chat reports to improve one operator’s performance, but that of your brand. Track ticket response metrics and see how fast were your operators at resolving chat tickets and the total time they took to resolve them. With access to live chat analytics and the ability to monitor live chat sessions, it will become a lot easier for your business to get more leads, improved sales, and delighted customers. But before you dive into such details of the live chat operator monitoring and reporting feature, we recommend you to sign up for the 15 days, no-obligation free trial to explore the enterprise features at length. Take a Tour: https://www.proprofs.com/chat/tour/ Sign Up Free: https://www.proprofs.com/chat/signup/
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ProProfs

7.17K subscribers
39
Live Chat Software
by ProProfs