LSCS Libraries Guide to PHPLive Chat

Locate Data

Reports > Chat Request Timeline (second row of tabs)

Data Collection

Insert the data by the hour onto the spreadsheet and total up the numbers.

Area Graph

Create and refresh an area graph for a visual representation of the chat requests by the hour for the entire academic/fiscal year.

Current Spreadsheet Layout

Locate Data

Reports > Chat Request Timeline 

Data Collection-By Hour

1. Click on each hour column to view the number of chats requests and the number of accepted chats.
2. Take total chats for the hour and subtract the accepted chats for the missed chats.
3. Insert the data by the hour onto the spreadsheet and total up the numbers.

Area Graph

Create and refresh an area graph for a visual representation of the chat requests by the hour for the entire academic/fiscal year.

Current Spreadsheet Layout

Locate Data

Reports > Missed Chats 

Data Collection

1. Select the month
2. Enter the data from the following categories:
   1. Dropped
   2. Visitor Cancelled 
   3. Route Completed (declined or not picked up by all operators online)
   4. Total Missed
   5. Left a Message

Current Template

Locate Data

Reports > Operators (second row of tabs)

Data Collection

1. Enter the data listed under the Accepted column for each campus.
2. If there are multiple operators per campus, use the equation tool =#+# to add them all up for the campus total.

Current Template

Locate Data

Reports > Operators (second row of tabs)

Data Collection

1. Enter the data listed under the Declined column for each campus.
2. If there are multiple operators per campus, use the equation tool =#+# to add them all up for the campus total.

Current Template

Locate Data

Operators > Online/Offline Activity tab

Data Collection

1. Select operator and date. Hit submit.
2. If there are multiple operators per campus, use the equation tool =#+# in the spreadsheet to add them all up for the campus total.
   1. Round up if the time is >30 minutes.

Current Template