live guide statistics reference manual

Netop develops and sells software solutions that enable swift, secure and seamless transfer of video, screens, sounds and data between two or more computers over the Internet. For more information, see www.netop.com.

LIVE GUIDE STATISTICS REFERENCE MANUAL

http://www.netop.com/

Copyright © Netop 2015. All rights reserved 1

Live Guide – Statistics Reference Manual

Contents

1 Introduction ............................................................................................................................................. 2

2 General Statistics ..................................................................................................................................... 3

3 Operators Statistics ................................................................................................................................. 8

4 Activity Statistics .................................................................................................................................... 10

5 Invites Statistics ..................................................................................................................................... 11

6 Hourly Statistics ..................................................................................................................................... 12



1 Introduction

This document provides extended descriptions and formulas for the metrics shown in the Live Guide statistics area.

When a campaign has been active for a day or longer, statistical data is available for the campaign as a whole and for each operator. Statistics also include data on the effectiveness of proactive chat invites and on the hourly distribution of chats.

Hourly statistics are available after two hours since the campaign becomes active.

Live Guide stores customer generated data (logs & forms) and statistics on its servers for a maximum period of 18 months. This is called the Retention Period. It always refers to the most recent data. Administrators can choose what Retention Period they want to have. For details on how Live Guide stores data, read the System Administrator’s Guide, section 11 Data Storage.

http://www.netop.com/fileadmin/netop/resources/products/communication/live_guide/manuals/NetopLiveGuideSystemAdminGuide_EN.pdf



2 General Statistics

General report presents overview data covering all chats, all campaigns and all departments for the past month.

Data can be filtered by campaign, department and time range.

The data can be exported for further processing to .csv, .scv for Excel. XML and PDF and sent as an email attachment.

Note that general statistics data is not live but is updated once every 24 hours as follows:

EU clients: 02:01 time zone UTC+0

US clients: 02:01 time zone UTC-8

.

Metric Description Formula

Impressions The number of times the call button image (online or offline) got loaded.

Note that if customers are not using the Call Button Code, the impressions will not be counted (E.g.: the chat is open by using the Email URL). The choice between Website and Email is made under Setup > Code builder.

Impressions are only available if no filtering is done using Departments. If Departments are used for the filtering, the impressions will be displayed as 0.

This is a counter.

Clicks The number of times the call button has been clicked. This is a counter.

Click Rate The percentage of visitors that clicked the call button. Clicks / Error! Reference source not found.Impressions*100

Calls The number of chat requests.

Prerequisites for a chat request to be considered a call:

1. Customer clicks on online/offline button

2. Campaign is online

3. Customer selects a department, if none is preselected

4. Customer fills in pre-chat form, if any, and sends it.

5. Customer sees the queue and he gets a number

Answered Calls + Lost Calls




Answered Calls The number of chats that were picked up from the queue by an Operator.

This is a counter.

Lost Calls The number of chats that were not picked up by an operator. This does not include requests while the campaign and department was offline.

This is a counter.

Offline Requests The number of clicks while the specific campaign was offline. This is a counter.

Days with activity The number of days while a campaign was online and there is at least one answered or at least an unanswered call.

This is a counter.

Average calls per day The average number of calls per active day. Calls / Days with activity

Average answered calls per day

The average number of answered calls per active day. Answered Calls / Days with activity

Average lost calls per day The average number of lost calls per active day. Lost Calls / Days with activity

Average call duration The average duration of a chat. Sum of chat durations / Answered Calls

Average call duration (5+ sec) The average duration of a chat. Only chats which are longer than 5 seconds are used.

Sum of all chat which are longer than 5 seconds / Answered Calls.

Longest call duration The longest chat duration. Maximum of all chat durations.

Average customer words The average number of words used by customers per chat. Sum of all words used by customers / Answered Calls.

Average operator words The average number of words used by operators per chat. Sum of all words used by operators / Answered Calls.

Returning customers Number of visitors that have been in a chat or requested a chat for more than one time.

This is a counter.

Average response time The average duration for a chat to be picked up. The response time is calculated as the duration between when the customer shows up in the queue until an operator picks it up.

Sum of all response times / Answered Calls.

Longest response time The longest duration for a chat to be picked up. Maximum of all response times.




Queue abandonment rate (0-5)

The percentage of customers who left the queue in the timeframe 0-5 seconds while waiting to be picked up by an operator.

Queue abandon rate (0-5) = 100*sum(abandon calls between 0 and 5 seconds) / Total abandon.

Total abandon = abandon (0-5sec) + abandon (5-10sec) + abandon (10-15sec) + abandon (15-20sec) + abandon (20-25sec) + abandon (25-30sec) + abandon (30+ sec).








Total abandon = abandon (0-5sec) + abandon (5-10sec) + abandon (10-15sec) + abandon (15-20sec) + abandon (20-25sec) + abandon (25-30sec) + abandon (30+ sec)











Total abandon = abandon (0-5sec) + abandon (5-10sec) + abandon (10-15sec) + abandon (15-20sec) + abandon (20-25sec) + abandon (25-30sec) + abandon (30+ sec)





Queue abandonment rate (30+)

The percentage of customers who left the queue while waiting more than 30 seconds to be picked up by an operator.

Queue abandon rate (30+) = 100*sum(abandon calls longer than 30 seconds) / Total abandon.


Average number of operators logged in

The average number of operators logged in (Online, Busy) during working hours.

Maximum number of online operators / Days with activity.

Login time The amount of time that at least one operator was logged in (Online, Busy). Concurrent operators are counted once. This should match your hours of operation. i.e., if you run a 12 hour shift, this should read 12:00.

Login time = Operator 1 login time + Operator 2 login time + … + Operator N login time

Engage time The total time the operator engaged in an active chat with one or more customers. This does not include concurrent chats. If an

This is a counter.




operator was logged in for five hours and chatted with visitors for the entire five-hour period (even if multiple at the same time), the Engage Time would be 5 hours.

Available time The time operators have the state set as available. This is only calculated within the opening hours.

Login time - Busy time

Busy time The time operators have had their status set to Busy. This is only calculated within the opening hours.

Login time - Available time

Call Time The total time where the operators were in calls with customers. This includes concurrent chats. If an operator was logged in for five hours and chatted with two customers at a time for the entire five-hour period, the Call time would be 10 hours.

The sum of all chat durations.

Multiple call time The time operators have been engaged in multiple calls simultaneously. Concurrent chats are counted once. If an operator was logged in for five hours and chatted with two visitors at a time for the 2 hours period, the Multiple call time would be 2 hours.

This is a counter.

Non-engaged time The time operators are not engaged in any chats. Both Available and Busy states are taken into consideration.

Login time - Engage time

Time available but not-engaged

The time operators are in the Available state, but not involved in a chat.

Available time - Available time but not engaged

Average concurrent calls The average number of chats operators dealt with at the same time.

Operator utilization (%) The amount of time the operator is engaged in chat during the Login Time. It does not take into consideration the Average Concurrent Chats

Categories Data The number of calls within each category, as categorized by operators when ending calls.

Top referring pages The web pages which customers have come from, with indications of impressions and clicks for each page.



3 Operators Statistics

The Operators report presents overview data covering all operators for the past month.

The report can be used to assess the load on operators and thus evaluate their efficiency in answering customer chats. The report also allows you to drill down and see chat details.

Use the filter buttons to limit the data to cover only a single operator or to change the time interval.

The data can be exported for further processing and sent as an email attachment.

Note that operator statistics data is not live but is updated once every 24 hours as follows:




All calls The number of operator calls. This is a counter.

Number of days with activity The number of days operators have been logged on and the call button has been available.

This is a counter.

Average calls per day The average number of calls per day during days with activity. All calls / Number of days with activity

Average answered calls per day The average number of answered calls per day while a department/campaign was online.

Answered Calls / Number of days with activity

Average call duration The average time the operator has talked to a customer. Call duration / All calls

Average call duration (5+ sec) The average time the operator has chatted with customers, calls shorter than 5 seconds not included in the calculation. This statistic was added to get more valid data due to the fact that some companies experienced a large number of callers that left the chat immediately after the call was placed.

Call duration (calls longer than 5 seconds) / All calls

Average concurrent calls The average number of calls the operator dealt with at the same time.

Call duration / the sum of all operators login time

Number of logins The number of times the operator has logged in. This is a counter.

Login time The amount of time the operator was logged in (Online, Busy). The sum of operator’s login times, that is, sum (Operator login time T1,




Operator login time T2 … Operator login time TN).

Engage time The total time the operator was engaged in an active chat with one or more customers. This does not include concurrent chats. If the operator was logged in for five hours and chatted with visitors for the entire five-hour period, the Engage Time would be 5 hours.

This is a counter.

Time available The time operator has the state set as available. This is only calculated within the opening hours.

Login time – Time busy

Time busy The time operator has had their status set to Busy. This is only calculated within the opening hours.

Login time – Time available

Call duration The total time operator was engaged in customer calls Sum of operator’s calls duration.

Multiple call time The time operator has been engaged in multiple calls simultaneously. Concurrent calls are counted once. If the operator was logged in for five hours and chatted with two visitors at a time for 2 hours period, the Multiple call time would be 2 hours

This is a counter.

Non-engaged time The time operator was not engaged in any chat. Both Available and Busy states are taken into consideration.

Login time - Engage time

Time available but not-engaged The time operator is in the Online state, but not chatting. Time available– Engage time

Operator utilization (%) The amount of time the operator was engaged in calls during the Login Time. It does not take into consideration the Average concurrent calls.

Engage time / Login time



4 Activity Statistics

The Activity report presents data on the activity of an individual operator for the past month: when he or she logged in, changed status and logged out.

Use the filter buttons to select the operator to view data for or to change the time interval.


Note that activity statistics data is live data.


Login time The amount of time the operator was logged in (Online, Busy). The sum of operator’s login times, that is, sum (Operator login time T1, Operator login time T2 … Operator login time TN).

Time available The time operator has the state set as available. This is only calculated within the opening hours.

This is a counter.

Time busy The time operator has had their status set to Busy. This is only calculated within the opening hours.

This is a counter.

The Overview Data section presents when an individual operator logged in, changed status and logged out. Use the Highlight radio buttons in oirder to see specific actions.



5 Invites Statistics

The Invites report presents data on how well proactive chat invites have worked, covering all campaigns and all departments for the past month.

Use the filter buttons to limit the data to cover only a single campaign, only a single department or to change the time interval.


Note that invites statistics data is not live but is updated once every 24 hours as follows:




Impressions The number of page views, excluding proactive chat invites. This is a counter.

Invitations The number of time customers were presented with a proactive chat invitation.

This is a counter.

Invitation acceptance rate The percentage of invitations which were accepted. Invitations accepted/ Invitations * 100

Invitation rate The percentage of invitations which were accepted. Invitations / Impressions * 100

Invitations accepted The number of time customers accepted a proactive chat invitation.

This is a counter.

Invitations declined The number of time customers declined a proactive chat invitation.

This is a counter.

Invitations ignored The number of time customers ignored a proactive chat invitation (they neither accepted nor declined).

This is a counter.

The Overview Data section presents a generic overview on how well proactive chat invites have worked while a specific campaign was online.



6 Hourly Statistics

The Hourly report presents overview data to evaluate whether staffing is adequate to handle chats at all hours and to evaluate whether the hours when operators are online match customer demand; the data covers all chats, all campaigns and all departments for the selected period of time.

The chats data will indicate when the peak hours are, whether the operators online can manage to answer all customer chats, how long customers are waiting, whether a lot of customers would have liked assistance when no operators were online and whether there are intervals when chats take longer to answer. Unlike the other statistics, this data is updated every hour.


All Calls The total number of calls within the specific interval of time while the departments/campaigns were online.

Answered Calls + Lost Calls

Answered Calls The number of calls that were answered by operators in all departments/campaigns within the specific interval of time.

The sum of answered calls in campaigns/departments within the specific interval of time.

Lost Calls The number of calls within the specific interval of time while campaigns/departments were online but no operator picked the call before the customer closed.

The sum of lost calls within the specific interval of time taking into consideration all campaigns/departments.

Average response time The average time for a call to be picked up since it shows up in the queue till an operator takes it. Calls within the specific interval of time are taken into consideration.

Sum of response time / Answered Calls

Offline Requests The number of times customers clicked the offline call button within the specific interval of time taking into consideration all campaigns / departments

The sum of the offline requests within the specific interval of time for all campaigns / departments.

Average call duration The average time an operator has talked to a customer within the specific interval of time

Sum of calls durations / Answered Calls

live guide statistics reference manual

Documents

Transcript of live guide statistics reference manual