Goals and Objectives

Now that you have live chat configured for your Alive5 account, it's time to optimize and measure everything in efforts to create the best Visitor experience based on your current team resources.

We'll cover:

• How to measure the performance of your live chat agents through various reports (Performance, Conversations, Agent Activity)
• Configure live chat settings for your organization's call center set up (Max Chat, Ring Mode, Chat Timeout).
• Measure performance KPIs (key performance indicators) of your team to see where you can improve.
• Predict future trends for staffing team members for optimum effectiveness.

Performance Report

This can be accessed by logging into your Alive5 account (as an Admin) and visiting: https://app.alive5.com/reporting/performance

By Channel

• Channel - The Channel (aka Department) of where the chat connected to.
• Total - Total chat requests with automated chatbots and human Agents.
• Completed (Agent) - Total number of chats that successfully connected to an Agent.
• Completed (Bot) - Total number of chats that occurred without connecting to an Agent. Also known as chatbot (only) sessions.
• Missed by Agent - Chats that were assigned / routed to a specific agent that was available to chat, and the timeout period was exceeded and Visitor was routed to the Offline flow. In other words, Visitor tried to connect with the specific Agent, but no one was there. Within this metric, there are 2 types of "Missed by Agent' chats:
• Missed by Agent - when setting a "Chat Timeout" value in the Agent Bot (example: 3 minutes), you allow a limited time for a Visitor to wait before they are forwarded to the 'Missed Chat' flow. If the Visitor waits the entire time and does not disconnect (manually ending the chat or closing the browser), the system marks this as "Missed by Agent". This assumes the Agent had ample time to accept the chat, and did not answer in time.
• Abandoned Chat (by Visitor) Similar to Missed by Agent, but the Visitor ends a chat manually by clicking ‘End Chat’ in the chat window before the Agent has the ability to accept the chat. Previously, both “Missed by Agent” and “Abandoned Chat” were considered just “Missed by Agent”, but based on feedback from customers, Agents were being penalized for missing chats before they could answer them. In most cases, the Visitor would start a chat and not wait very long (a few seconds) and end the chat, which then the Agent was penalized for missing it. By creating this new categorization of “Abandoned Chat” metric, this would provide a somewhat better analysis of how the chat was missed after being assigned to a specific Agent.
• Missed by All - This occurs only using the routing mode of "Ring All". This means when a chat comes into a channel, it rings all Agents available to chat, and if no one picks up, the chat is missed, but not by a specific Agent since the chat was not assigned to anyone, and only to the channel.
• Offline - This is when a live chat request comes in and no Agents were available to chat and the Visitor is sent directly to the Offline Flow without pinging any Agents.
• Total Missed - This is a sum of all missed chats.
• AVG Length - This is the average length of an entire chat session that a Visitor had which was connected successfully with an Agent. This is determined by the time of when an Agent accepted the chat until an Agent or Visitor ends the chat session (and and average of all chat session lengths within that time frame).

By Agent

This category will allow you to see the performance by individual Agent.

• Agent Total - Total number of chat sessions assigned to an Agent.
• Completed - Total number of chat sessions assigned to an Agent, accepted, and completed a conversation.
• Missed by Agent - Total number of chat sessions assigned to an Agent, but missed.
• Abandoned Chat - Total number of chat sessions assigned to an Agent, but Visitor ended the chat early.
• Transferred In - Total number of chat sessions assigned to an Agent from a transfer from another Agent.
• Transferred Out - Total number of chat sessions this Agent transferred to another Agent.
• AVG Length - Average length of a chat session. This is measured from when an Agent accepts the chat request until the chat session is ended (by Agent or visitor).
• AVG Response Time - Average length of how long it took for the Agent to accept a live chat. The timer starts when the 'Incoming Chat' pop up appears on the Agents' console to when an Agent presses the 'Accept' button.

By Tags

This category will allow you to see how many chats were tagged a specific Tag so you can see how many chats were about a certain topic. Also known as a 'Disposition' report.

• Tag - Chat sessions which had a specific Tag applied to it.
• Total - Total chat sessions (missed and agent completed) that were tagged this Tag.
• Total Completed - Total chat sessions that were tagged this Tag and taken successfully by an Agent.
• Total Missed - Total missed chat sessions that were tagged this Tag (automated tagging via the Action Bot in the bot flow).
• AVG Length - Average length of a chat session. This is measured from when an Agent accepts the chat request until the chat session is ended (by Agent or visitor).
• AVG Response Time - Average length of how long it took for the Agent to accept a live chat. The timer starts when the 'Incoming Chat' pop up appears on the Agents' console to when an Agent presses the 'Accept' button.

Illustrative Example

This example demonstrates how performance report statistics are generated through a sample chat, which is initially handled by a bot and later taken over by an agent.

Example 1: Below statistics are for a single chat

Example 2: Report below shows statistics after second chat