The iService Business Intelligence and Reporting system provides a variety of reports that help you understand your live chat activities. These reports provide details related to your agent activities as well as customer support trends. For more details, see the iService Business Intelligence Reports User Guide.

Agent Interactions by Type

The Agent Interactions reports provide a count of interactions handled by the selected agents during a specified time period. They show how active each of the selected agents were during the time frame specified. The time frame for the report is based upon the date / time the agent completed their chat.

 

Topic Summary

The Topic Summary Report counts all chats that were received by the selected segment during the time frame specified. It displays their total by topic so you can identify the most active queues.

 

Chats by Time of Day

The time of day report displays the number of chats received during the day divided into 24 hourly categories. This report can be used to determine your most optimal staffing levels during the day.

 

Interactions by Type – grouped by customer

The Interactions by Type - Grouped by Contact or Company displays the total chats received by contact, or by company with subtotals for each contact at that company. This report provides insight into the contacts that request the most chats, which can indicate an opportunity for training or a potential customer issue that requires intervention. When viewed by company, it provides insight into your most active clients and can be an indication of the cost associated with supporting that client. The contacts listed within the report can be clicked to open the history tab for that client.

 

Forwarding Reports

The Forwarding Analysis report provides insight into how often your agents forward chats. This is useful to determine whether your live chat links are using the correct topics and whether you have properly trained staff associated with these topics/queues.

 

It begins with a summary (By Agent) for selected agents and a time frame, and includes a drill through to analyze agent activity further by topic and by chat interaction.

 

Average Response Time

The Agent Response Time reports calculate the average overall response time for chat interactions handled by each agent. Begin by running the response time by agent report, and then drill through to see detail for each agent.