To generate the Advanced Reports

1. Login to your Control Panel. 7

2. Search for the domain name for which you have purchased the Live Chat Service and proceed to the Order Details view. 8

3. In the Reporting section, click Advanced Reports.

4. Select the Type of Report and the Reporting Level. The Reporting Level can be:

   • Summarized for the full account

     OR

   • Summarized for a department

     OR

   • For a Particular Operator

5. Choose the Time Frame for which you wish to generate this report.

6. Once you have specified these details, click Submit. The report would now be presented in complete detail.

The Live Chat Service offers Reporting and Analysis designed to measure the effectiveness of your Operators.

Searching/Listing of Chat Transcripts

You can retrieve the complete chat transcripts for quality analysis.

To search and list Chat Transcripts

1. Login to your Control Panel. 9

2. Search for the domain name for which you have purchased the Live Chat Service and proceed to the Order Details view. 10

3. In the Reporting section, click Search Transcripts.

4. Here you can perform a Search by:

   • IP Address: Compares the IP Address provided with the IP Address of the visitors

   • KeyWords: Searches the actual transcripts for transcripts that contain the keywords provided.

5. You may also fetch a list of all chat transcripts by clicking List Transcripts.

Post Chat Survey Statistics

You may display a post chat survey to your website visitor allowing him/her to rate the online support provided. 11

To display the post Chat Survey Statistics

1. Login to your Control Panel. 12

2. Search for the domain name for which you have purchased the Live Chat Service and proceed to the Order Details view. 13

3. In the Reporting section, click Post Chat Survey Statistics.

Advanced Reports

TelandWeb S.A. offers you a full set of online reports, exclusively as a part of the Live Chat Enterprise plan.

You can view this report by selecting the type and parameters of the report. The system will process the report and return the comprehensive result in HTML and Excel format.The report types available cover a wide range of diverse characteristics such as:

• Operator Login Statistics

• Operator/Department wise Performance Reports

• Chat Transcripts

• Chat Transfer Statistics

• Operator Login and Availability Statistics

• Chat Summary (Normal and Extended)

• Abandoned Chats

• Icon Status

• Operator Availability Statistics

• Rejected Chat Logs

This option is not available with all packages. In order to avail of this feature, you would need to upgrade your package to the Enterprise solution. 14