Announcement

Yuri Novik

Member

Registered: 2014-07-07

Posts: 6

Where to monitor daily operator performance?

I have few departments with different working hours. For example

• Support Europe (9:00am-9:00pm GMT)

• Support Asia (3:00am-3:00pm GMT)

I want to check if I have enough staff to support visitors and oversee remote department team is ready to answer the chats.

Where can I get actual report on daily basis when operators are online?

* Operator 1 - login 01/12 9:18am - logout 01/12 4:03pm
* Operator 2 - login 01/12 9:01am - logout 01/12 4:44pm
* Operator 3 - login 01/12 3:00am - logout 01/12 11:05pm

Last edited by Yuri Novik (2014-12-15 13:17:22)

remdex

Administrator

From: Lithuania

Registered: 2012-09-23

Posts: 3,661

Website

Re: Where to monitor daily operator performance?

Hi,

Try to go to
"System configuration" -> "Live help configuration" -> "Statistic"

You will find some statistic there.

As your detailed mentioned statistic I do not think there exists such.

Yuri Novik

Member

Registered: 2014-07-07

Posts: 6

Re: Where to monitor daily operator performance?

Is it any user log-ons/offs logging in back-end DB to produce the report by myself?

remdex

Administrator

From: Lithuania

Registered: 2012-09-23

Posts: 3,661

Website

Re: Where to monitor daily operator performance?

Hi,

No chat at the moment do not track user login or log of. Although there is field in lh_user_dep something like that where is tracked is operator online or not.