LivePerson SupportWebcasts

Sa’eed Copty | 9.17.2013

Online Reports

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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

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Get to know us

• Presenter: Sa’eed Copty

o 2 Years with LivePerson’s Tier3 support team

o Handled mainly reporting and data inquiries

o Currently the Tier3 Team Leader

o A car enthusiast and an avid gamer

• My Team: Tier3 Support

o Support engineers based in IL and US

o Work with LivePerson customers in resolving complex

issues

o Work with R&D and Backend engineers

o Participate in Customer communities

o Collaborate with all customer facing groups

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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

Visitor Activity

Operator Activity

Report Results Generator

Results DataBase Admin Console Reports

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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

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Call Center Report – Same data different view

Some examples of common differences between these components:

Operator: Steve

Chat Operator Performance (Tab 13): 20 Chats Started

Volume By Operator (Tab 3): 18 Chats Started

Chat Operator Performance (Tab 13): 58 operators

Volume By Operator (Tab 3): 34 operators

Tab 3

Chats in skill SupportOperators that took those chats Tab 13

Operators in skill Support

Chats taken by those OperatorsIncluding transfers

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The Concept of Reporting Targets

Business logic meets reporting data…

• When do we count a chat conversion?

1) Time of checkout

2) A targeted visitor?

3) What was purchased?

4) Interactive Chat?Hello?

After or during chat only

Visitor must meet selection conditions

Specific item/value must be purchased

Chat must meet selection conditions

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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!

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Conversion Reports Types

Conversion reports that use targets:

• Sales Summary – Customized:o Reports only on “in-session” conversions

o Focused on pipeline chats (Proactive / Dynamic Button)

o Visitor type is a main separator (Hot/Cold Lead)

o Credits all agents involved in the chat

• Conversion Summaryo Reports on “in-session” and Cross session conversions

o Focused on the “Room” where the conversion took

place

o Agent crediting algorithm

o Simpler target setup (matching options)

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Conversion Reports Differences

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.

Credits all involved agents

Including transfers

Conv. Sum.

Credits first / last / all agentsAccording to it’s target

Sales Sum.

Target was set to match “1”

Conv. Sum.

Target was set to match “Numeric”This will include values of 0

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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

Sales Sum.

Credited based on target rules Session start time is used

Conv. Sum..

Cross session crediting

Transcript

No indication about rules Chat start time is used

Transcript

Sessions without a chat not available

Conversion Reports Differences (Cont.)

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Q&A

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