We need additional timestamps in ongoing conversations..
Experience today - Timestamps are displayed by groups of messages. If customer sends 5 messages, there is a timestamp on the last message. However, that group of messages could have been sent over a 2 minute, 5 minute or 20 minute period. There is no way to distinguish when the first message was sent versus the last message. We only see a timestamp for the last message.
What we would like to see - a more frequent timestamp. It doesn't need to be every message necessarily, but maybe every minute, or if there is a different minute timestamp from the last message. This will give the agents a better understanding when they are switching between conversations of when the customer responded.
Comments
We are also facing this problem however, our problem includes not being able to view Agents reponse time stamp per message.. Because we do not have this visibility right now, we are blind to certain internal SLA's such as chat response time of agents. Thus having an impact on our abity to QA our CSC agents and apply accurate KPI's.
Administrator on 2/8/2024 3:56:29 AM
Thank you for your feedback. Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Regards,
Product Manager,
Microsoft