velaro

» Time Zones

You can select your corporate time zone for displaying reports relative to your own location.

» Chat Archives

You can securely archive all live support sessions for later viewing.

» Searching

You can search chat archives by date range, agent name, IP address, or any specific text.

» 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.)