Chat Rating Report
Video About: How to Monitor Your Chat Operator Performance
The Chat Rating Report displays the rating given by a visitor to an operator after a chat session. This helps in evaluating the operators' performance and provides insights into areas of improvement. This help article will guide you through the steps to access the Chat Rating Report and explore its key features.
Accessing Chat Rating Report lets you:
- Fine-tune your chat operator performance and deliver exceptional customer experiences
- Foster customer-centric environment
Log in to your ProProfs Chat account and navigate to Reports > Rating.
Now, let's take a closer look at the key sections within the Chat Rating Report and how they can benefit you:
Chat Rating: In this section, you'll find a visually appealing representation of the average rating received per day. You can easily toggle between weekly and monthly averages to identify any trends or patterns. Furthermore, you have the flexibility to view individual reports for specific operators, allowing you to pinpoint performance variations and offer tailored guidance.
Operator Rating: With the Operator Rating feature, you can delve deeper into each operator's average rating. This valuable insight empowers you to assess the strengths and weaknesses of your team members, making it easier to identify top performers and provide targeted support to those who may need additional training.
Overall Average Rating: The Overall Average Rating section provides an overview of your support team's performance as a whole. You'll gain visibility into the average rating maintained by your team, along with a breakdown of the number of chats rated with different star levels. This data will help you gauge overall customer satisfaction and identify areas that require improvement.
Recently Rated Chats: Detailed information is the key to understanding customer interactions. In this section, you'll find a tabular representation of every rated chat. You have the ability to download this data, giving you the flexibility to perform in-depth analysis and share it with your team. Additionally, you can access the chat transcripts for all rated chats, providing invaluable context to support your evaluation process.
Utilizing the Chat Rating Report is essential for evaluating and improving your chat operator performance. By accessing this report, you can gain valuable insights into your team's strengths and weaknesses, identify top performers, and make data-driven decisions to enhance overall customer satisfaction.
That's all about the Chat Rating Report. If you have any questions or need further assistance, contact our support team is always here to help.