Statistik och rapporter

Incoming chats are the chats initiated by website visitors by clicking on a chat button. Chats are all incoming chats and invitations together. LiveAgent can initiate invitations automatically (based on the setting of your invitation(s)) and when the website visitor accepts the invitation it is counted as a chat. An agent can also initiate an invitation from the agent panel and it is counted as chat. In addition, if 2 agents join the same chat initiated by a customer, then it is counted as 1 i...

Load reports There are 3 load reports in the software and these are: * Ticket load * Chat load * Call load Basically all 3 reports are very similar in what data they display but for the sake of comprehensiveness let's divide them to 2 categories Ticket load report This report contains a table with every hour of the last 30 days. Data only for last 30 days is stored. MAX Agents - the maximum number of online/logged in agents in the given hour MIN Agents - th...

Här följer en lista med definitioner av olika rapportvariabler och nyckelord Performance report Created tickets - number of tickets which were created. Resolved tickets - number of resolve actions which happened, one ticket can be resolved multiple times. Answers - all emails sent out from the system like New tickets created by agents, replies on emails received from customers, replies on tickets from contact forms, basically all answers except "Chat messages". Incoming messages - replie...

Du kan ställa in vilka rapporter och data du vill kunna se och exportera. Här nedan följer vad de olika värden betyder (i systemet är värdena presenterade på Svenska). Created tickets - number of tickets which were created by your customers or your agents. Resolved tickets - number of resolve actions which happened, one ticket can be resolved multiple times. Answers - all emails sent out from the system like New tickets created by agents, replies on emails received from customers, rep...