LiveDesk Help

Reporting inside your LiveDesk

Put your data to work for you, and fine-tune your customer support operation to run smoother, faster and more efficiently. With the Zoho LiveDesk’s powerful Reporting module, you get the most value out of your live chat customer support software.

With quick access to powerful pre-built reports, it is easy to learn more about your agents and customers. Track your progress as an operation. Go deeper, drill down and look at departmental performance, or even follow how a specific agent is interacting with customers.

In the Reports module, there are three sections: Overview, Visitors and Agents.

 

Overview Dashboard

The Overview section in the Reports module, is a robust dashboard that gives you a feel for everything going on throughout your entire Live Customer Support Chat operation.

When you enter the Reports module, by clicking Reports on the left-hand navigation, you will automatically enter the Business Overview dashboard. By default the dashboard will be displaying the reports for the current day only.

Note: In the future, whichever time frame you have last selected from the drop-down menu will be displayed

But you are not limited to only viewing reports for Today only, and it is easy to change the range you run any report on.

To change the range you run the Business Overview dashboard:

  1. Click Reports.
  2. In the Overview section, click the Drop-Down Menu at the top left.
  3. Choose the pre-defined option you want to run the reports for: Today, Yesterday, This Week, Last Week, This Month, Last Month.
  4. Click whichever time frame you want to view the reports for, or click Choose a Range, to select the exact dates you want to run.

The first two reports you will see are Customer Status, on the left, and Top Agents, on the right.

Customer Status Report

The Customer Status report displays in a bar graph all of your visitors for the defined time of the report—broken down into their status—Attended Online, Attended by E-mail, Closed or Missed. This report displays results for all your departments by default, but you could further filter this report by department, by clicking the drop down menu just above it and clicking the department you wish to view the report for.

Top Agents Report

The Top Agents report, displays the top three agents for the given time period, displaying their profile photo, name, e-mail and the amount of online and offline visitors they attended. You can also see the agent’s aggregate rating from customers. From here you can click an agent’s name to view their profile.

Back on the Business Overview dashboard, you can scroll down to view more reports.

Customer Regions Report

The Customer Regions report, displays the visitors who have interacted with your LiveDesk over the defined time period by the country they are located in on a map. The darker green the country, the more visitors from that country. You can hover over particular countries to see the actual visitor count from that country.

Agents Activity Report

To the right of the Customer Regions report, you have access to the Agents Activity report, which displays the activity of all of your agents throughout the day, for the selected time frame. The red line graph tracks the average amount of visitors attended online for each hour of the day, while the blue line tracks the average amount of visitors’ requests that are closed for each hour. This report is a great way to see what hours of the day your customer support operation is the busiest, and make informed decisions about your resource allocation in the future.

Departments Usage Report

Below, you can find the Departments Usage report, where you can compare the visitors each department attended over the selected time period against the amount of support representatives that are in that department.

Repeated Customers Report

Discover what percentage of your visitors are new customers versus those who are returning again to seek support through your on-demand customer support software.

Agent Activity Ratio Report

The agent activity ratio report lets you view the aggregate time your agents spend chatting with customers against time they sit idle. You can filter this report by department, or view all of your departments together to see the overall activity ratio of your entire live customer support team.

 

Reports based on Customer

You are not limited to the Overview section of reports, you can also learn more about your customers and how they interact with your live customer support structure from the Visitors section inside the Reports module. Here you have access to another in-depth, pre-loaded dashboard of enlightening reports.

From the top of this dashboard, you can configure the input for the following reports, with the ability to run a report by a specific department (or across all departments) and the time period you want to gather the reports’ data from (Today, Yesterday, This week, Last week, This month, Last Month, or Choose your own range).

Customer Details Report

The first report in the Visitors section, is the Customer Details report. This report is really three reports in one, as you have the option to run this report and visualize your total visitor interactions by day, by hour or by embed. To switch the version of the report you view, click the option you want to view (Day, Hours, Embed) at the top left just above the report.

Let’s first look at the Customers detail report viewed by Day. This particular report will display the total amount of customers your live customer support team interacted with for a given day and also break these customers into their status (Attended Online—Green, Closed—Yellow, or Attended by E-mail—Red). Hover over a particular bar graph, to see the amount of visitors for each section handled for a specific day during your defined time period.

Click Hours to view the report broken down into visitor activity by hour of the day. Here the total results for each hour is cumulative for the whole time period you are currently running the report for. Through this view it is easy to see which hours of the day are your live support operation interacts with the most visitors, and also see which hours your agents attended more visitors online (or closed the most tickets, or attended visitors by e-mail).

Clicking Embed, displays the Customers Detail report with the total customer interactions broken down by which embed they entered your LiveDesk through. This is a quick and easy way to see which of your embeds are the most effective at reaching out to your customers over a particular period of time. If your embeds represent different products you are supporting, you can discover which customer segments are seeking more customer support through your live chat operation.

Customer Waiting Time Report

Below the Customers Detail report, you will find the Customer Waiting Time report. This report also has three separate views (Day, Hours and Embed), which you choose by clicking the view you want from the top left, just above the report’s box.

Let’s first explore the report by Day, where we can see the average time your customers who initiated a live chat waited for an agent to answer their request.

By clicking Hours, we can see for the selected time period, how long a customer waited to have their live chat request answered depending on what hour of the day he attempted to connect with your LiveDesk. Hours that your LiveDesk is offline will not show a waiting time, as customers do not have the ability to initiate a live chat.

When you click Embed, you view your customers’ average wait time for each embed.

Customers Waiting Time Ratio Report

The next report you can view in the Visitors section, is the Customers Waiting Time ratio, where you can see what percentage of your customers (and how many customers that is) wait before an agent answers their chat request. The waiting time segments display your visitors into specific ranges (less than 5 seconds, 5 to 10 seconds, 10 to 15 seconds, 15 to 30 seconds, 30 to 45 seconds, 45 to 60 seconds) which you can hover over to see a quick picture of what segments are most common.

Support Info Report

The last report you can run in the Visitors section, is the Support Info report. To run this report, you must first select if you want to run the report for all your agent’s or for a particular agent—and choose from the drop-down menu. Then you must choose which status (Closed, Attended Online, Attended E-mail, or Missed) you want to view the report for, or you can select All Status to see the report across all statuses.

When you have configured which data you want to pull the report from, click Generate to run the report.

The report when generated, will display a table with each visitor’s name, e-mail address, their request status, which agent attended them, the date they created the request, the time they connected with your LiveDesk, their IP address, and the department they connected with. If the selected configuration for your report generates more than 10 visitors, you can scroll down within the report window to view the other results.

Agent Based Reports

The third section inside the Reporting module, Agents, is a pre-loaded dashboard where you can run and view reports to learn more about your LiveDesk’s agents and track growth and goals.

In the Agents section, you can configure the data set you generate each report from at the top by selecting which department from your LiveDesk (or All Departments) you want to view the report for. You can also select the time period you want to run the reports for (Today, Yesterday, This Week, Last Week, This Month, Last Month, or define your own custom range).

Agents Activity Report

The first report in the Agents section, is the Agents Activity report, which displays all of your agent’s vitals in table form. From this report you will be able to see each agent’s total duration they spent inside your LiveDesk, the total visitors they chatted with, the total chat time, their average chat time, their linear chat time, and the time they spent in multiple chats at once, their idle chat time, and their average response time. You can also view at the bottom of the report, the cumulative totals for your whole LiveDesk.

You can scroll down and side-to-side if the full report doesn’t fit inside your browser.

Agents Rating Report

The next report you can view is the Agents Rating report. You can view this report in both Graph and Tabular form. To choose which view you want to display, click either Graph or Tabular at the top-left just above the report’s window.

The Graph view displays a pie graph of your agents’ ratings from customers by star. Hover over each section of the graph to see what rating it represents and the percentage it makes up.

The Tabular view, displays a table breaking down all the customer ratings by agent. Here you can see an agents total chats for the selected period vs. the total number of rated chats, and also see how their rated chats break down by star-rating. At the bottom of the report you can also see the cumulative totals for your LiveDesk (or selected department).

Agents Availability Report

The final report you can view in the Agents section, is the Agents Availability report. This report also gives you two views (Graph and Tabular).

In the Graph view, accessible by clicking Graph at the top-left of the Agents Availability report window, you can visualize your agent’s availability across the selected time frame. The graph displays by color each agent’s availability, with the green representing the time they were available, the red being the time their status was busy, and yellow representing the time they spent idle inside your LiveDesk. Only the time an agent spends logged into LiveDesk will be represented on the graph. Any time they are not logged in will appear blank on the graph.

By hovering over a particular section in an agent’s availability graph you can see when that specific section began exactly.

Click Tabular to display a table view by date of each segment of your agents’ availability. Here you can see exactly when an agent’s available, busy, or idle status began, when it ended, and thus how long it lasted. Because each change of status is a separate entry in the table, this can become a particularly lengthy report—depending on the defined time period. You can scroll down to continue viewing the details of your agents’ availability going backward in time until the beginning of your selected time period.

Agents’ Performance Report

Located conveniently inside each agent’s profile page, you can quickly see an agent’s performance report.

To view a particular Agent’s Performance report:

  1. Click Settings.
  2. In the Agents section, click the name of the Agent you wish to run the performance report for.
  3. In the agent’s profile page, scroll down and click Performance Report to display the report.
  4. Change the input data for the reports by clicking the two drop-down menus, one for department filtering, and the other for choosing the time period for the report.
  5. The reports will load automatically.

By default the agent performance report displays an agent’s activity across all departments and for the current day—but you can manipulate the input source, either by specifying a particular department, or choosing a different time frame—Yesterday, This Week, Last Week, This month or Last month.

Agent Activity by Hour

On the left you will see a graph of Agent Activity by hour. This report lets you see which hours of the day this particular agent is busiest, displaying the number of visitors they both Attended Online and Closed for each hour.

Agent Activity Ratio Report

On the right, you will see the Agent Activity Ratio report, which displays an agent’s chat time vs. their idle time for the defined time period.

Agent Attended Chats Report

Below you have access to another report, Agent Attended Chats, which displays the total visitors an agent interacted with by department, and breaks down an agent’s interactions with visitors by category—attended online (Green), closed (Yellow), and attended by e-mail (Red).

 

Agent Rating Report

The last report you can view in the Agent Performance Report is Agent Rating. Here you can see how many visitors rated your agent after their live chats, and where the ratings fell on the one-to-five star scale. Each bar represents a star rating your agent received, and the height of each bar indicates how many reviews he got of that particular rating.

Exporting or printing any report

For all reporting dashboards you have the option to e-mail, or save as a PDF.

To e-mail a reporting dashboard:

  1. Click the more options arrow in the top-right of the reports dashboard you want to e-mail.
  2. From the drop-down menu click Send Mail.
  3. In the window that pops-up, enter the E-mail Address of the party you would wish to share the reports dashboard with.
  4. Click Send to deliver the reports.

To save any of the reports dashboards as a PDF:


 

  1. Click the more options arrow in the top-right while viewing the reports dashboard you wish to save as a PDF.
  2. From the drop-down menu, click Save as a PDF
  3. Your browser will then download and save the PDF with a system generated name based upon the report. You can access this file wherever your browser saves downloaded files.

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