• Volume: number of dialogs in Livechat;

  • Duration: average duration of a dialog;

  • Picked up chats: dialogs accepted by operators;

  • Opportunities:

    • Opportunities connected to live chat: number of necessary Livechat connections and dialogs have been allocated to an operator;

    • Missed opportunities: number of necessary Livechat connections with dialogs that could not be attributed to an operator, either because all operators were busy, either because there were none was logged in.

All these data are represented by graphs to visualize the evolution.

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