Note: This article explains a data & reporting feature for our legacy Live Chat platform. It does not apply to our modern Messaging platform, which has different data & reporting features. We are working on new articles explaining the capable data & reporting features in Messaging. In the meantime, if you are trying to learn about Messaging data & reporting features, see these articles from our partner LivePerson.
The Agent Data Bar
The Agent Data Bar is accessible by selecting Engage and then Agent Workspace for Chat as shown below:
As an agent, you have goals to meet, such as achieving a specific customer satisfaction rate or a certain number of engagements per hour. The Agent Data Bar allows you to monitor your performance data in real time, and take any necessary action to meet these goals. The Data Bar displays the following metrics.
Engagements represents the number of chats you’ve taken during your current shift. The system counts the chat once you close the Engagement window.
Average Engagement Length:
The length of your chats varies depending on the type of inquiries you receive. Your chats should be only as long as they need to be to ensure successful resolution of your customer’s issue.
For example, if you were engaged for a total of 5 hours (including concurrent chats) and in that time took five chats, your average engagement length is:
5 hours / 5 = 1 hour
Engagements per Hour:
The number of engagements per hour reflects how many customers you have served on the average, in a given time period. There is no one perfect number for engagements per hour; you adapt the length of your chat to the needs of your customers.
For example, if you took six (6) engagements between 8 a.m. and 11 a.m. (and you were online during this period of time), your engagements per hour =
Utilized Capacity is calculated as follows:
For example, if your concurrent engaged time is 4.5 hours, you’ve been logged in for 5 hours, and your maximum number of chats is 4, then your utilized capacity is:
If your utilized capacity is low, then either you are not busy enough, or the volume of chats has decreased.
If, on the other hand, your utilized capacity is high, you are fully occupied.
This score reflects your customers’ rating of your engagement with them. The data is collected from customers in the post-chat survey. By reading your CSAT score, you can see if you need to improve your chatting skills. You can get guidance and help from your manager and your peers.
Monitor your Data Bar, to measure your performance against your goals. If your utilization and CSAT scores are below par, get help from your manager or your peers.