The user performance section is a robust dashboard that gives you a
feel for everything going on throughout your entire Live Customer
Support Chat operation.
When you enter the Reports module, by clicking My Profile on the left-hand navigation, you will automatically enter the Performance Report dashboard below the main profile. By default the dashboard will be displaying the reports for the current day only.
But you are not limited to only viewing reports for Today only, and it is easy to change the range you run any report.
- Click "Settings".
- In the profile page, scroll down and click "Performance Report" to display the report.
- Change
the input data for the reports by clicking the two drop-down menus, one
for department filtering, and the other for choosing the time period
for the report.
- The reports will load automatically.
By
default the agent performance report displays the user’s activity
across all departments and for the current day but you can manipulate
the input source, either by specifying a particular department, or
choosing a different time frame like Yesterday, This Week, Last Week,
This month or Last month.
Related Articles
Users’ Performance Report
Located conveniently inside each agent’s profile page, you can quickly see an agent’s performance report. To view a particular User’s Performance report: Click Settings. In the Users section, click the name of the User you wish to run the performance ...
User Activity Ratio Report
The User activity ratio report lets you view the aggregate time your users spend chatting with visitors against time they sit idle. You can filter this report by department, or view all of your departments together to see the overall activity ratio ...
User Attended Chats Report
Below you have access to another report, User Attended Chats, which displays the total visitors an user interacted with by department, and breaks down an user’s interactions with visitors by category—attended online (Green), closed (Yellow), and ...
User Rating Report
The last report you can view in the User Performance Report is User Rating. Here you can see how many visitors rated your agent after their live chats, and where the ratings fell on the one-to-five star scale. Each bar represents a star rating your ...
User Activity Ratio Report
On the right, you will see the User Activity Ratio report, which displays an User’s chat time vs. their idle time for the defined time period.