# Operators

The statistics related to livechat operators can be global for all operators or specific to each one.

<figure><img src="/files/RvM1eEX32TBHuhtRa2iN" alt=""><figcaption></figcaption></figure>

## Global data

<figure><img src="/files/OzYyvtoHoKqgCUjlPHdR" alt=""><figcaption></figcaption></figure>

* **Average response time:** average wait time for a user to get an answer from an operator;
* **Average occupancy rate:** allows to see, when an operator is online, how long they spend in discussion. It is thus possible to determine the required number of operators. An operator is at 100% usage when they handle 3 dialogs at the same time;
* **Max connected operator:** allows to know the maximum number of operators that were connected at the same time at a given time.

## Data per operator

You can find various global analytics for each of the operators.

### Simultaneity Rate

The **simultaneity rate** corresponds to the proportion of time, over a given period (for example, **one hour of work**), during which an **operator** handles one or more conversations at the same time. This rate is used to analyze the **level of activity** and **workload** on the livechat.

#### **Definition**

For each operator, the **simultaneity rate** is calculated based on the **number of conversations** handled simultaneously and their **duration** over the considered period.\
Several situations may arise:

* **0%:** No conversation was handled during the period.
* **50%:** Only one conversation was handled, for a duration corresponding to half of the period.
* **100%:** One conversation occupied the entire period without interruption.
* **200%:** Two conversations were handled simultaneously throughout the entire period.

This rate can **exceed 100%** when an operator manages multiple conversations at the same time during a given period.

#### **Points to Note**

* The **duration taken into account** does not always correspond only to the time spent in livechat, since part of the conversation time may include moments when the operator has **not yet intervened** (for example, when the **bot is active** or the conversation is on hold).
* It is possible for several conversations to be displayed during the same period, but **not all of them are necessarily assigned to the operator continuously**. Some parts of the conversation may be handled by a **bot** or by **another operator**.


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