If you enable the Record User Activity In Database option against the Agent, then all ParaChat LiveHelp Client activity for the agent will be recorded in the Database as 'connection records'. Connection records can then be viewed via the ParaChat LiveHelp Client. This enables managers to view the activity and efficiency of particular Agents.
Select the Agents tab to view your Named Users.
Select the User you want to view connection records for and click the Connection Records button.
Note: Only users flagged as Administrators will be able to view the connection records of other users.
The connection recorders for the current week will be listed. Use the Previous Week button to move back 1 week.
The connection records show the Start & Finish time for each connection record. A connection record is started when the user starts their ParaChat LiveHelp Client. A new record is created each time the client changes their status. The last connection record is ended when the user closes their client.
Each connection record will have one or more associated chat sessions that the user took during the period. These will be shown in the Details column. Click any of the visitor names to view the full chat transcript.
The footer of the report shows the total duration and the average chat Wait time and Chat time. Also shown will be the average Rating left by visitors (you need to add the Rating built-in field to the post-chat survey to enable this).
Click the Print button to print the connection records as a report.