live help

[mdavis]

I'm thinking of purchasing to use jsut the live help, does this allow you to see how many live help sessions a tech has done and also see what was said during the session??

[supportskins]

Yes it does allow you to view past sessions although I do not think it allows you to know how many sessions a tech has carried out. Jamie can confirm that.

[mdavis]

You know if it's planned for V4 i've been seeing alot of stuff for it. they got a release date on it?

[craigbrass]

It will be part of the reporting feature for V4 I read.

[mdavis]

Will it email all the chat sessions to a certain email address??

[craigbrass]

As in have all chat session logs of chat emailed to a manager email address for checking?

[Jamie Edwards]

Originally Posted by mdavis

I'm thinking of purchasing to use jsut the live help, does this allow you to see how many live help sessions a tech has done and also see what was said during the session??

Hi mdavis,

Welcome to the forums. We have just implemented a live chat report utillity that will give you the following statistics:

Originally Posted by Jamie Edwards

We are pushing a new live chat report to the CVS for testing. The report allows you to monitor how many chats your staff are missing, rejecting, accepting and seeing through to the end.

• Not Picked: If chat request is tried on a staff user and the staff does not pick up on the request.
• Accepted: Chats accepted by staff.
• Rejected: Chat requests actively rejected by staff.
• Chat Finished: Chats successfully finished ended by staff or client.

You can filter by staff name, date and any of the above statuses. You can check chat report from Staff CP -> Live Support -> Reports. As usual, the data can be viewed in a linear graph.

You can also search through and review detailed chat logs, session times and who took part.

Unfortunatley, chat logs are not automatically forwarded to an e-mail address. We will be implementing this in Version 4 - for which we do not have a release date yet.