Operators

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

Global data

• 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.