5 Tips For Great Chat Reporting

October, 2016

If you can't measure it, you can't manage it - these 5 tips on chat reporting will help to deliver useful measurements.

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.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC) - multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.

All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration via APIs

‘Swap out’ components and integrate with 3rd party apps

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Channels

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

Drive operational efficiency, increase customer satisfaction & improve agent performance

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Maximum predictive dialing performance, under any compliance rules

Softdial Pathfinder™

Precise routing rules for ‘best available’ connection

Softdial Media Server™

Core telephony functions to manage all inbound/outbound SIP calls

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care