REVE Chat provides you an exclusive reporting feature for enterprises. It allows you to generate real time reports and gain insights that help to increase team performance and deliver great customer experience.
Enterprise Reporting helps in the following ways:
- It provides complete research and analysis on how you are engaging with your visitors and customers.
- With the help of these reports, you can understand how your team is performing and fulfilling your business metrics.
How to optimize your Enterprise Reporting?
When you click “Enterprise Reporting” under the Reports menu, you come to know about your business performance.
Daily Agent Performance
You can view the daily performance reports of your agents. It helps to know certain things:
- Log in time: It shows the first log in time of the agent.
- Log out time: Displays the last log out time of the agent.
- Agent available time: Gives the information on the total time the agent was available.
- Chat engaged time: Gives you the insight on the total time the visitor was engaged in the conversation.
- Average chat time: Tt tells you about average chat duration.
- Max chat duration: Tt indicates how long the conversation went on.
- Total handled chats: Shows the total number of chat handled successfully by your agents.
Hourly Agent Performance
You can gain insights on the agent’s performance on an hourly basis.
Note: To can find for specific hours by putting the time in the “From-To’ blocks.
Daily Group Performance
You can view the daily group performance at one go. Here you can gain knowledge on:
- Total requested chat: It shows the total chat requests made by customers on that specific date.
- Total successful chat: It indicates the total conversations that were handled successfully.
- Average chat time: You can know the average duration of the conversation. Longer the conversation means successful chat.
- Total dropped chat: It shows the number of customers who dropped out because of some reason.
- Total queued chat: You can view how many chat requests were queued.
- Average queue time: You can see what was the average queue time allotted to the visitors.
- Abandon (ABDN) rate: It is the percentage of people who hang up before they are able to reach an agent.
- Service level: It shows how much were your agents were involved to provide service.
Traffic Analysis Report
It is a report that shows how your website visitors and customers are managed by your support team. It comprises of the following metrics that determine how well your support team is performing.
- Contacts: It indicates the number of contacts handled by your customer support agents.
- Average chat duration: It indicates the time when the request was accepted by the agents and when it ended successfully.
- Total chat duration: It shows the duration your agents engage your customers in a meaningful conversation.
- Average wait time: It refers to the is the time your visitor waits in the queue for getting resolutions from the support executive.
- Maximum wait time: It is the longest time a customer had to wait to be connected to the agent over a defined period of time.
- Dropped chat: When visitors initiate chat and your agents and they fail to accept the chat it gets dropped.
- Drop rate: It shows the drop rate happened to prepare an analysis.
- Answers ratio: It shows the ratio of the customer’s queries answered.
First Response Time
First response time refers to the time elapsed between the time a customer reports the query and the time a customer service agent responds to the customer.
Note: Lower is the first response time, higher is your customer satisfaction.