Measure the performance of your web site and support staff
For every call center, improving efficiency and productivity is an ongoing process. For each chat session that is recorded, AliveChat gathers the statistical data and stores it in its databases. With AliveChat Administrator Analysis Tools, you can translate this information into something meaningful and understandable. These resulting reports will aid your call center by illustrating operator efficiency elements such as missed calls, queued calls, call length, and response time. From that information you can make adjustments to your call center by adding/removing operators, and changing worker processes.
Visitor Recorder - This new tool allows you to record all your visitors that reach your web site so that you can analyze them at a later time. View their IP, country, city, browser settings, pages browsed, exit page, and duration on your web site. With this valuable information, you can improve the usability of your web site, and monitor how well your Pay Per Click (PPC) campaigns are working. (Also see this in Reporting Features below).
Traffic Monitor + 3rd Party Chat - An administrator (a user in addition to your 2 operator licenses) can monitor your web site traffic in real-time. View which operators are currently online/offline/away. Also view which visitors are in the queue, chatting, or just browsing your web site. The user has the ability to engage in 3rd party chats with any existing chat sessions that are occuring. (Also see this in Reporting Features below).
Operator Performance Report - Administrators may monitor an operator's performance in regards to missed calls, concurrent chats, queued calls, rejected chats, number of calls taken, average response time, and average chat length.
Chat Trends Report - Use this tool to query average chat requests per hour over a specified time period. Results can be downloaded into .XLS format. See the peak times for all your chat requests.
Return Visitors Resolution Report - With this tool you can see which visitors are repeat visitors that have their issues resolved 2 or more times. To see the details of this session, you can click on the chat transcript details to view what issues they were having, and how to reduce calls on this issue in the future.
Information Capture Report - Use this tool to query chat requests to determine the amount of specific information capture requests obtained by each operator. Results will be available only if information capture input is created.
Concurrent Chats Report - Administrators may produce reports about the number of concurrent chats amongst all operators given a specific 24-hour time period and time interval of 5-minute steps. The average concurrent chats per operator per 24 hour period as well as average for the whole organization is displayed at the bottom.
