Reporting and Analysis
The reporting feature in Realperson® Chat Suite provides detailed analysis to increase the effectiveness of live chat and reduce costs
Plan your agent staffing levels and assignments to best effect and optimise online/offline times.
As the heart of Realperson® Chat Suite, the reporting feature facilitates KPI-based decisions to optimise your website and live chat.
Your data is safe
Your data belongs to you – thanks to privacy-compliant data storage in ISO27001-certified data centres in Germany.
Identify potential for optimisation
Every live chat is unique as a use case and requires custom KPIs. We help you outline the KPIs that are important to you and analyse the potential for optimising your project.
Optimise & Analyse
We work constantly to optimise your live chat by continuously evaluating the KPIs that are relevant to you and tapping potential.
Data is managed exclusively in certified data centres. Sensitive data can be anonymised and stored to your specifications
Custom KPI system
A system of KPIs tailored to your live chat needs means that individual settings can be precisely readjusted
Evaluation of individual channels
Reports on different channels can be viewed individually
The effects of changes can be tracked in detail and KPIs can be compared over different time periods
Best practices and identifying common problems
KPIs allow conclusions to be drawn about particularly successful chats or frequently occurring challenges
Interfaces to third-party systems
Data transfer to a CRM system, for example, or integration into omni-channel scenarios
Experienced service managers assist with selecting and evaluating suitable KPIs, and offer recommendations for action