User Manual

Chat Averages

All the averages related to response time, lines & words in the reply, chats started can be known in a quick glance for the selected dates and hourly interval.

To view Canned Answers, go to Reports > Chat Reports > Chat Averages and the following screen appears-

 

Screen Elements-

                                      Screen Elements

                                             Description

From

Enter starting date and time to generate a report

To

Enter end date and time to generate a report

Timezone

Select a particular timezone from the dropdown box

Skill

Select one, multiple, or all skills from the dropdown box.

  • To select all the skills, select the All Skills checkbox from the drop down list, then all the skills in the drop down will also be selected.

  • To select specific skills, select the checkbox of that skill.

  • To select all the skills of one campaign, then select the checkbox of the campaign.

Filter

 Select the desired option to view the Report:

  • My Team: To view team-specific Chat Averages Report, select My Team radio button under Filter. This will display the Available Operators list with the names of the configured team members of the supervisor. To view this report of a specific team member, select or search the name of that member from the Available Operators list.

 

  • Admin: To view Chat Averages Report of all the users, select Admin radio button under Filter. The system will display the Available Operators list with names of all the members.

Available Operators

Type a name in the filter to get a selected operator from the list of available operators

Selected Operators

Select one or all operators using Single select 1 or Single select buttons respectively

Click Submit button after making entries in the fields.

Based on the Filter selection – My Team or Admin option, the following report will be displayed on the same console.

Chat Average 5

The generated report shows data for every day till the selected date. Click on a particular date displayed on the above screen and the system redirects to the following report-

Chat Average 6

Click on the links under the Chat Started column to view the chat list in more detail. This is as shown below-

Further, by scrolling down on the same result, the user will be also able to view the bar representation as shown below-

Chat Average 7

Viewing the report with multiple skills-

An admin has the option to view the report with multiple skills. To do so, an admin can select two or more skills from the Skills dropdown field. This is as shown below-

Click  to expand and view the description of each category and the list will be displayed in the following format-

 

Chat List Report

From the main Chat Averages Report, the admin and the supervisor with admin rights can access the Chat List Report. They can access the data of the chat interaction that occurred between the agents and the visitors on the Chat List Report.

This is a sub-report that is accessible through the main Chat Averages Report By Day, by clicking on the data values displayed under Chat Started column.

The report will be displayed in the following format:

On this report, the admin can view the following data of the selected skill(s) based on the Chat Abandoned chat type.

  • Chat Session ID: The Chat Session ID will be displayed. The ID will be clickable. When clicked on the ID, General Information, Transcript, and Survey tabs will be displayed as shown below:

  • Campaign: The name of the campaign for the chat that was received will be displayed.
  • Skill: The name of the skill for the chat that was received will be displayed.
  • Operator Name: The agent who connected with the visitor.
  • Queue Time: The time when the chat entered the queue.
  • Start Time: The time when the chat was connected to the agent.
  • End Time: The time when the chat was ended by the agent or the visitor.
  • Wait Time: The time visitor had to wait in the queue.
  • Wrap Time: This column displays the time taken by the operators to fill in the operator survey and dispose the chat after the chat was ended.

          Note:  If the chat was abandoned, the wrap up time column will display as “N/A.”  

  • Abandoned Time: The time for the chat got abandoned by the visitor after the chat was in the queue.
  • Duration(Min.): The Duration (Min.) is the time calculated since the visitor waited in the queue till the time when he/she abandoned the chat before getting connected to the agent.

The time of chat from queue time to abandon time will be displayed in “HH: MM: SS” format.

For example,

    • The Queue Time of the chat is 03/16/2022 05:59:16 PM.
    • While Abandon Time of the chat is 03/16/2022 06:01:31 PM.
    • The value in the duration column will be 00:02:15.
  • Disposition: Displays the outcome of a chat conversation conducted between operators and visitors.
  • Visitor Name: It displays the name of the visitor.
  • Initial Agent Response Time: The time agent took to send the first message after the chat was connected with the visitor.
  • Average Agent Response Time: Displays the average time agent took to respond to the visitor during the chat.
  • Auto Hangup: Displays whether the chat with the visitor got auto-hung up from the operator’s end or not.
  • IVR Process: Displays whether the Interactive Voice Response (IVR) process was conducted with the visitor or not.
  • Supervisor Participated: Displays whether the Supervisor communicated in the chat or not.
  • Customer Interacted: Displays whether the customer sent any message during the chat or not.

 

Legends of Chat List Report

To know what each data column displayed on this report depicts, click on Legends.

The list of column names and their description will be displayed as shown below:

Export Chat List Report

 The admin and the supervisor with admin rights can also export the Chat List Report in PDF, DOC, and in CSV formats.

When clicking on any of the above-highlighted buttons, the report will be exported in the respective format.

To know more about this report, refer to Chat List Report.

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