Capacity reports are a fantastic tool because they provide valuable insights into chat volumes and staff capacity. It helps you to determine how staff shifts should be scheduled, to ensure that staffing budgets are allocated efficiently and that customer service remains to a good standard.
Managers can oversee current chat activity right from their dashboard with real-time chat monitoring. This is good for training purposes and ensuring customer service quality is being maintained at all times.
Ensure your chat agents are performing well by accessing agent performance reports. These will provide insights into response times, duration of chats, their availability, post-chat net promoter survey (NPS) scores and more. This allows you to identify your best performing agents, maintain customer service quality and identify where additional training could be given.
Visitor information and experience reports provide insights into your website visitor demographics, website activity, device usage and queue times. It even displays any search keywords they may have used. This data can help you to analyse your website visitors’ needs and optimise your chat setup.
There may be times where you need to view your chat logs, perhaps for training purposes or to check what was said during a conversation. You can also export these into a CSV file for further analysis.
The Net Promoter Score is an index that measures how likely your customers are to recommend you to family and friends. It gauges overall customer satisfaction and is a valuable figure to know. Our chat system provides a reports on the average score for each of your agents, allowing you to calculate your NPS.