Measure Your Staff Performance.

For each website visit and chat session that occurs, AliveChat gathers and records the information in its databases. We know that every call center strives to be more efficient and productive.

Using the AliveChat Administrator Tools, you can translate this information into something meaningful and understandable. Generate reports and improve your call center by clearly showing how your Operators work You'll have all the numbers on missed calls, queued calls, call length and response time.

Using that information, you can fine-tune your call center by adding and removing Operators, and making sure everyone's workflow is practical and efficient.

Operator Performance Analysis Report

How Well are Your Operators Performing? Administrators may monitor an Operator's performance regarding missed calls, concurrent chats, queued calls, rejected chats, number of calls taken, average response time and average chat length.

Operator Log In Summary

How Long are Your Operators Logged In? Administrators may produce reports about their Operator's log in/log out activity. Easily discover how long an Operator is logged in or away in a summary report.

Chat Trends

When is Your Website the Busiest? Use this tool to query average chat requests per hour over a specified time period. Results can be downloaded into standard .CSV format. See the peak times for all your chat requests.

Return Visitors Resolution Analysis Report

Which Visitors Come Back Repeatedly, and Why? With this tool you can see which visitors are repeat visitors who have used AliveChat at least two times. To see details of a session, you can click on the chat transcript details and view what issues they were having, and plan how to reduce calls on this issue in the future.

Concurrent Chats

When Should You Staff More Operators? Administrators may produce reports about the number of concurrent chats among all Operators given a specific 24-hour time period and time interval of 5-minute steps. This indicates how busy Operator(s) are at a given time and if there is a need to increase staff to handle busy times.