Analytics so called Reports in LiveAgent is a great feature, that measures satisfaction of customers. It is a perfect tool for improving customer support service and for motivating customer representatives. This tool is collecting information related to customers and help desk performance. Then it analyze them and prepare an overview. Analytics contains a detailed charts, graphs, reports, statistics and more. It helps to monitor agent’s performance and compare statistics. The most productive agents can be awarded and other customer representatives can learn from them. LiveAgent offer a professional Analytics.
Learn more about Analytics in LiveAgent.
Analytics is the systematic computational analysis of data or statistics. Thanks to it, we can interpret and transfer data patterns that are used to support decision-making. It is used to analyze business data, so you can describe, predict and improve results. Since the analysis and optimization is key to success, analytics should play a major role in your customer service strategy.
Thanks to the analytical function in LiveAgent, you can analyze incoming and outgoing messages, chats and calls. You’re also able to check the results’ reports, sorting them by time, channel or department. What’s more, you get agent performance reports, performance reports by tag. You can choose the period from which the data come from and go back by even a year.
You can find the analytical functions in LiveAgent in the ‘Reports’ tab, then you need to click on ‘Analytics Overview’. You can also evaluate performance reports and check a breakdown of customer ratings.
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