Our Live Monitoring capabilities can be combined with ChatBeacon HERO which enables the Operator to view the visitor's website session in real-time.
View your website traffic and live chats plotted on the map. Easily see active chats and segments, invite visitors or initiate instant chats.
A real time view of all your website visitor traffic and chat metrics is now available in an easy to use browser-based dashboard. Our newest Reports and Analytics feature enables you to stay in control of your chat operation. At a glance, you can measure and improve customer experience. ChatBeacon offers Live Monitoring metrics for website visitor tracking, conversations, chat timings, chat satisfaction, operator stats, proactive chat invites and much more. Specifically, we track the following metrics:
Chats• Chats per operator • Active chats-pending chat requests • Chat transfers • Transfers per chat
Timings• Average response • Avg wait • Longest wait • Avg chat • Longest chat
Operators• online operators • away • out to lunch • back in 5 minutes • offline
Queues • online • away • out to lunch • back in 5 minutes
Visitors• total visitors on the website (live) • returning visitors • unique visitors • invites accepted • invites rejected
SummarysChat Satisfaction (Sentiment Surveys)-PreChat and PostChat
The ChatBeacon Management Portal also offers the following KPIs:• average response time • mobile vs desktop (visitors) • chats from desktop • chats from mobile devices • average handle time • service level • who's answering (top operators) • live visitor traffic plotted on the map