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LivePerson Support Webcasts

LivePerson Support Webcasts. Online Reports. Sa’eed Copty | 9.17.2013. Agenda. Get to know us Reports S tructure Call Center Report – Key Components Call Center Report – Same data d ifferent view The C oncept of Reporting Targets Conversion Reports Types

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LivePerson Support Webcasts

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  1. LivePerson SupportWebcasts Online Reports Sa’eedCopty| 9.17.2013

  2. Agenda • Get to know us • Reports Structure • Call Center Report – Key Components • Call Center Report – Same data different view • The Concept of Reporting Targets • Conversion Reports Types • Conversion Reports Differences • Q&A

  3. Get to know us • Presenter: Sa’eedCopty • 2 Years with LivePerson’s Tier3 support team • Handled mainly reporting and data inquiries • Currently the Tier3 Team Leader • A car enthusiast and an avid gamer  • My Team: Tier3 Support • Support engineers based in IL and US • Work with LivePerson customers in resolving complex issues • Work with R&D and Backend engineers • Participate in Customer communities • Collaborate with all customer facing groups

  4. Reports Structure • Converting activity data into report results: • Results are continuously generated for each account and report type • Some report types need to be initialized to collect data • Different reports constitute different views of the same data Report Results Generator Visitor Activity Results DataBase Admin Console Reports Operator Activity

  5. Call Center Report – Key Components • Collecting essential operational metrics for call center managers: • Operator Performance:from the operator’s point of view • Chat Volume: from the chatting visitor's point of view • Service Level: from the visitor queue’s point of view • Different views of the data could reflect different results for similar metrics Operator Performance Chat Volume Service Level Three different views of the same data Call Center

  6. Call Center Report – Same data different view • Some examples of common differences between these components: • Operator: SteveChat Operator Performance (Tab 13): 20 Chats StartedVolume By Operator (Tab 3): 18 Chats Started • Chat Operator Performance (Tab 13): 58 operators Volume By Operator (Tab 3): 34 operators Tab 3 Tab 13 Chats in skill Support Operators in skill Support Operators that took those chats Chats taken by those Operators Including transfers

  7. The Concept of Reporting Targets • Business logic meets reporting data… • When do we count a chat conversion? • Time of checkout • A targeted visitor? • What was purchased? • Interactive Chat? After or during chat only Visitor must meet selection conditions Specific item/value must be purchased Hello? Chat must meet selection conditions

  8. The Concept of Reporting Targets (Cont.) • Based on what we saw… • Would this scenario be counted as a conversion? • Yes, the customer is in the “pipeline” • And this scenario? • Depends on the report type!

  9. Conversion Reports Types • Conversion reports that use targets: • Sales Summary – Customized: • Reports only on “in-session” conversions • Focused on pipeline chats (Proactive / Dynamic Button) • Visitor type is a main separator (Hot/Cold Lead) • Credits all agents involved in the chat • Conversion Summary • Reports on “in-session” and Cross session conversions • Focused on the “Room” where the conversion took place • Agent crediting algorithm • Simpler target setup (matching options)

  10. Conversion ReportsDifferences • Examples of the main differences: • Operator: RosySales Summary: 4 Proactive and Button Sales Conversion Summary: 3 Total Conv. Credit • Sales Summary:50 total conversionsConversion Summary:1500 total in-session conversions Sales Sum. Conv. Sum. Sales Sum. Conv. Sum. Credits all involved agents Credits first / last / all agents Target was set to match “1” Target was set to match “Numeric” Including transfers According to it’s target This will include values of 0

  11. Conversion ReportsDifferences (Cont.) • Sometimes chat transcripts don’t have all the details • Operator: TimSales Summary: 5 Proactive and Button Sales Chat Transcripts: 7 sales were counted manually • Chat Transcripts: 20 total conversionsConversion Summary:27 total conversions Chat start time is used Sales Sum. Conv. Sum.. Credited based on target rules Cross session crediting No indication about rules Sessions without a chat not available Session start time is used Transcript Transcript

  12. Q&A ?

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