The final part of the series, this webinar will show you how to effectively use the available reports to gauge the state of your LiveChat. The following topics were discussed during the webinar: Managing your LiveChat using the available reports Adapting your LiveChat according to statistics The webinar also included a short preview of the upcoming ticketing system.

1. WEBINAR
Progressing with LiveChat
Harvesting your results
22 November 2013

2. Host
Robert Legien
UX Specialist

3. Agenda
01. Reporting
02. Building efficiency
03. Establishing robust setup
04. New ticketing system
05. Questions & Answers

4. 01
Reporting
Grasping the insight

5. LiveChat reports
how many chats we have?
LiveChat
CHATS
how satisfied are our customers?
RATINGS
have we reached our goals?
GOALS
what do customers say?
Chats
SURVEYS
how many and how long users wait to chat?
QUEUE
were we online when needed?
AVAILABILITY
how many customers attempted to contact us
after hours?
MISSED CHATS
Website
Your App
your channels
FB page

6. Dashboard

7. Total chats

8. Chats ratings
your.page.com
...

9. Chats ratings
your.page.com
...

10. Queued visitors

11. Queued visitors (24h distribution)

12. Queue waiting time

13. Availability

14. Goals

15. Chat surveys

16. Reports’ export

17. 02
Building efficiency
Beyond the clues

18. Reports
LiveChat
Reports
Chats
Ratings
Goals
Surveys
pro-like agents
hi-traffic hours
slow Chats goo
Chats
missed opportunities
effectiveness
Queue
Availability
Missed chats

19. API & webhooks
LiveChat
API & webhooks
API & webhooks
Chats
Reports
• Total chatting time
• Total chatting time
• Availability per agent
Availability per agent
• Login/Logout time
• Average chat time
• Login/Logout time
• Available vs. Chatting time (login
• Average chat time
effectiveness ratio)
• Response time ratio (avg.)
• Response time ratio (avg.)
• Transfers / Touchpoints
• Transfers / Channels
Work scheduler reporting (was chat
tailor made
analytics
available in AVAILABLE time slots)
and more...
• IP restriction login attempts - do agents
try to log in outside of their restrictege
Website
Your App
FB page

20. Example 1
Call centre
Problem: Our agents receive chats while on the phone.
Solution: Once a call is answered, agent's status is changed to offline.
Using: REST API (login_status)
read more:
http://developers.livechatinc.com/rest-api/#update-agent

21. Example 2
In-house dashboard
Problem: We want to display queued users on an internal dashboard.
Solution: Send visitors details to your the internal dashboard..
Using: Webhooks (visitor_queued)
read more:
http://developers.livechatinc.com/build-an-integration/#notify-internal-statusboard

22. Example 3
Enriching visitor details
Problem: We want to append visitor details with our CRM data
Solution: Get details from your database, once the visitor has arrived.
Using: Webhooks (chat_started) + API (visitor_data)
read more:
http://developers.livechatinc.com/build-an-integration/#display-visitor-details

23. 03
Establishing robust setup
Beyond automation

24. Integrations
LiveChat
API & webhooks
Chats
Reports
Integrations
Website
Your App
FB page

25. We’ve got plenty of them!

26. e.g MailChimp
Let’s you push automatic newsletters
campaigns, for your visitors.

27. e.g MailChimp
Let’s you push automatic newsletters
campaigns, for your visitors.
All you need to do is just add one field to
your pre-chat survey.

28. e.g MailChimp
Let’s you push automatic newsletters
campaigns, for your visitors.
All you need to do is just fill one field to
Your visitors just need to addout one field
your pre-chat survey.
and they’re subscribed.

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04
New ticketing system

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Built-in tickets
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LiveChat
and
Chats
Website
Your App
FB page
your channels
Tickets
support@
Email
company.com

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Built-in tickets
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32. G
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Built-in tickets
T
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33. Thank you!
This webinar will be published on
www.livechatinc.com/webinars/
We will include all the answers
from today's Q&A session

34. 05
Questions & Answers