LivePerson Support
Webcasts
Online Reports
Sa’eed Copty | 9.17.2013
Agenda
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Get to know us
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Reports Structure
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Call Center Report – Key Components
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Call Center Report – Same data different view
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The Concept of Reporting Targets
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Conversion Reports Types
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Conversion Reports Differences
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Q&A
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Get to know us
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Presenter: Sa’eed Copty
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2 Years with LivePerson’s Tier3 support team
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Handled mainly reporting and data inquiries
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Currently the Tier3 Team Leader
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A car enthusiast and an avid gamer 
My Team: Tier3 Support
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Support engineers based in IL and US
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Work with LivePerson customers in resolving complex issues
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Work with R&D and Backend engineers
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Participate in Customer communities
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Collaborate with all customer facing groups
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Reports Structure
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Converting activity data into report results:
Visitor Activity
Report Results
Generator
Results DataBase
Admin Console Reports
Operator Activity
• Results are continuously generated for each account and report type
• Some report types need to be initialized to collect data
• Different reports constitute different views of the same data
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Call Center Report – Key Components
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Collecting essential operational metrics for call center managers:
Operator Performance
Chat Volume
Service Level
Call Center
Three different views of the same data
• Operator Performance: from the operator’s point of view
• Chat Volume: from the chatting visitor's point of view
• Service Level: from the visitor queue’s point of view
Different views of the data could reflect different results for similar metrics
Call Center Report – Same data different view
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Some examples of common differences between these components:
Operator: Steve
Chat Operator Performance (Tab 13): 20 Chats Started
Volume By Operator (Tab 3): 18 Chats Started
Chat Operator Performance (Tab 13): 58 operators
Volume By Operator (Tab 3): 34 operators
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Tab 3
Chats in skill Support
Operators in skill Support
Operators that took those chats
Chats taken by those Operators
Tab 13
Including transfers
The Concept of Reporting Targets
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Business logic meets reporting data…
• When do we count a chat conversion?
1) Time of checkout
2) A targeted visitor?
3) What was purchased?
After or during chat only
Visitor must meet selection conditions
Specific item/value must be purchased
Hello?
4) Interactive Chat?
Chat must meet selection conditions
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The Concept of Reporting Targets (Cont.)
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Based on what we saw…
• Would this scenario be counted as a conversion?
 Yes, the customer is in the “pipeline”
• And this scenario?
 Depends on the report type!
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Conversion Reports Types
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Conversion reports that use targets:
• Sales Summary – Customized:
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Reports only on “in-session” conversions
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Focused on pipeline chats (Proactive / Dynamic Button)
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Visitor type is a main separator (Hot/Cold Lead)
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Credits all agents involved in the chat
• Conversion Summary
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Reports on “in-session” and Cross session conversions
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Focused on the “Room” where the conversion took place
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Agent crediting algorithm
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Simpler target setup (matching options)
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Conversion Reports Differences
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Examples of the main differences:
Operator: Rosy
Sales Summary: 4 Proactive and Button Sales
Conversion Summary: 3 Total Conv. Credit
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Credits all involved agents
Credits first / last / all agents
Including transfers
According to it’s target
Sales Sum.
Conv. Sum.
Sales Summary: 50 total conversions
Conversion Summary: 1500 total in-session conversions
Target was set to match “Numeric”
Target was set to match “1”
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Sales Sum.
This will include values of 0
Conv. Sum.
Conversion Reports Differences (Cont.)
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Sometimes chat transcripts don’t have all the details
Operator: Tim
Sales Summary: 5 Proactive and Button Sales
Chat Transcripts: 7 sales were counted manually
Credited based on target rules
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No indication about rules
Chat start time is used
Session start time is used
Sales Sum.
Transcript
Chat Transcripts: 20 total conversions
Conversion Summary: 27 total conversions
Cross session crediting
Sessions without a chat not available
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Conv. Sum..
Transcript
Q&A
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