Activity report
The Activity report is a nice way to control the performance of your team and keep an eye on the level of satisfaction of your leads. You can choose a date range for selecting the right period of time.
Here is a summary of all metrics represented on the report:
- Customer feedback score - shows the average rating score across your team
- Number of conversations shows the total amount of live chat conversations for the period
- Live chat messages per agent shows the number of sent iive chat messages for every agent
- Customer feedback score (per agent) shows thefeeback score per agent
- First resposnse time - time from user's live chat message to first response by the agent
- Quickest response
- Slowest response
- Average response (mean*)
- Average response (median**)
- Conversation length - total time from user's live chat message to last response in conversation
- Shortest conversation
- Longest conversation
- Average conversation length (mean*)
- Average conversation length (median**)
*Mean - You find the mean (informally called the average) by adding up all the numbers in a set and then dividing by how many values there are.
**Median - When you arrange a set of values from smallest to largest, the median is the one in the middle.
You can also download the .csv file with the basic data
Note:
This report is 'heavy' on calculations. So if you have many agents and many chats, it may take time to load it.
Note:
This report is only available for Professionals subscription and higher.