Operator Activity and Timelines

We've released Operator Activity reports, providing insights about your team's performance and activity. Use the data to help staff your live chat efficiently by comparing to historical averages.

Operator Activity

Choose a date range, filter and sort to highlight the data relevant to you. The historical averages automatically update depending on whether you have selected a day, week or month.

  • Compare chat volume, duration and ratings
  • View operator availability, average response time, number of missed chats, total chats and average chat rating in a single table
  • Filter and sort the data over your selected date range

Operator Timelines

When selecting a single day, you can view the operator timelines. See when they log in and out for the day and when they set themselves to away. You can easily see when operators are hitting their chat limit, a sign that more operators may need to be available at that time.

  • Drill down to see operator timelines for single days
  • See when operators are available, away and when they hit their chat limit
  • Export data in CSV format