Live Chat Features.
LIVE HELP · CALL CENTER REPORTING
Call Center Reporting
Velaro’s enterprise level reporting provides advanced call-center level statistics. Providing the richest utilization statistics on the market today, this feature offers large multi-agent organizations detailed information about each individual agent’s productivity, along with overall performance statistics. For call-center operations that support multiple websites, Velaro’s enterprise reporting shows expanded details for each website on which Velaro is deployed. All the features in our SMB level reporting package are included in the Enterprise Reporting option as well.
» Prevent Fraudulence
You can provide a first line of defense for the identification of fraudulent clicks, including the ability to set up email alerts and notifications based on user defined thresholds for click fraud.
» Usage Statistics
You can have automatic e-mails with daily usage statistics and summaries including: the total number of chats and the total amount of chats occurring for all agents sent to a corporate e-mail address.
» Missed Chats
You can see the total amount of missed chats with the specific hours in which those missed chats occurred, allowing you to see at a glance where increased coverage is needed.
» Missed Chats with E-mail
You can see the total amount of missed chats that resulted in the visitor filling out a contact form and providing you contact information.
» Auto Open Requests
You can see the number of automatic requests that are made to your website visitors.
» Auto Open Chats
You can see the number of auto-open requests that result in a chat conversation.
» Total Number of Chats by Agent
You can see the amount of chats by each specific agent (agent name.)
» Average Chat Time
You can see the average time that an agent spends chatting.
» Account Utilization
View overall statistics for the entire organization.
» Call Center Reporting
View statistics for each website your call center supports. You can determine the cost savings your organization receives by drilling down to specific agent utilization reports.
» Aggregated Call Center Reporting
View the combined statistics of each and every site you support, or manually select the sites you would like to summarize in your reports.
» Individual Agent Utilization
View individual agent utilization statistics, including these key items & much more:
› Total time available
Shows you the total amount of time each agent has been available.
› Total chats
Shows you the total number of chats each agent has supported.
› Total chat time
Shows you the total amount of time each agent has supported chat sessions.
› Average chat time
Shows you the average amount of time each agent spends supporting a chat.
› Multi-chat time
Use keyword analysis for search engine optimization and search engine placement analysis.
› Idle time
Shows you the amount of time that an agent was logged into the Velaro service and not chatting with anyone.
› Utilization
Shows you the ratio of time that an agent was chatting with someone compared to the time that they were idle.
› Average response time
Shows you the average amount of time each agent took responding to each line of text from your site visitor.
› Response efficiency
Shows you the performance ratio defined by your organization to determine whether each agent is responding to your site visitors in a reasonable amount of time.
› Proactive chat requests and sessions
Shows you the number of proactive chat requests that each agent makes to your website visitors in real-time. Velaro also measures the amount of requests that are actually converted to chat sessions.
› Abandoned chats
Shows you the number of chats each agent supported that were abandoned before a conversation actually started.
› Average queue time
Shows you how long each of your visitors who requested a chat session was held in a queue (if you activate Velaro’s advanced routing capabilities.)
ENTERPRISE CHAT
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