This section gives you detailed insights into the daily activities of your operators.
The Operator status shows the status of your operators in segments on a timeline in different colors for each status. When you hover over a segment in the timeline, a tooltip with detailed information will show up.
What does it measure?
An operator’s availability status during a given time. The four possible status are online, offline, away, and full chat slots.
Operator availability status
When is it counted?
Online (green): The operator is online, the only status in which operators are available for incoming live conversations. Offline (black): The operator is offline. Away (orange): The operator’s status is set to away. Chat slots full (red): The operator is online but fully occupied until one of the ongoing conversations is ended or times out.
Why is it useful?
It shows you how busy or available individual operators were and thus how easy it was for contacts to start a live conversation with them during a certain time. Long time spans of full chat might call for adding staff to satisfy the demand.