Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events

How To Enter the 2020 Members' Choice Awards - For Vendors




5 Tips for Great Chat Reporting - Jenny MacLean - Blog

5 Tips for Great Chat Reporting

We all know the familiar saying; if you can’t measure it, you can’t manage it – here are five tips to help with the Chat reporting to make measurement easier:

1.  Customer feedback

Take the opportunity at the end of a chat conversation to capture the customer’s view of their chat experience.  This is not a revolutionary idea; it’s what every contact center should be doing.  The trick is to make sure this information is used to not only provide quantifiable evidence of how agents are performing and highlight areas where improvements are needed but it can also be used to keep agents focussed.  If the customer feedback is part of the real time dashboard displayed to agents they will have a continuous awareness of what customers think of them.  Furthermore, if this rating forms part of the agent’s KPIs they will want to maintain focus.

2.  Capture all the chat details

As the chat session passes through the Automatic Session Distributor (ASD®) and the CRM it will already have several items of information associated with it; which web page it originated from, the IP address and region of where the customer is, the web browser being used etc.  All of this can be very useful to other parts of the business for highlighting improvements in web design etc.  Reporting on this additional information can bring wider benefits to the business, other than agent evaluation.

3.  Identify training opportunities

Chat conversations pass back and forth between customer and agent; however each pass handled by the agent is an added expense.  For commercial reasons the chat conversation should be completed quickly and concisely with as few passes as possible.  Reporting on the number of passes each chat conversation has encountered will quickly highlight areas where agents need training on how to improve the structure of responses and reduce the number of conversation passes, thereby reducing costs.

4.  View the larger picture

Having all the session details is great but combining it with other valuable information can expose oddities you might never have been aware of.  For example, are you aware that Agent A takes 20% longer than other agents handling voice calls from female customers but on average resolves chat sessions in fewer conversation passes than all other agents?

5.  Assess the agents’ effectiveness

When an agent sends a chat response to the customer, that agent effectively becomes idle as they wait for the customer’s next action; either another comment or termination of the chat.  The use of automated canned responses can also lead to the agent becoming temporarily idle.  Capturing all instances of idle periods enables the agents’ effectiveness to be measured.  Make sure the reporting can provide this effectiveness information, when agents handle multiple chat sessions simultaneously.

Publish Date: November 8, 2016 5:19 PM

Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =