1

Ability to see the average concurrent chats assigned to agents over a time period. This is required to determine if we are effectively utilizing the agents.


For example, if our agents are assigned up to 3 chats simultaneously, this request would provide a reporting mechanism to measure the average chats an agent was concurrently assigned, to allow our workforce management teams to ensure proper scheduling.


Need to measure by interval - could be day, week, hour.

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for the suggestion. We will take it under review. 

Regards,
Dynamics CCA BI Team