Average Concurrent Chats by Agent (by time period)
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 ...
Chats per hour per agent
Chats per hour, by agent can be measured this with a formula, however, if an agent forgets to log out at the end of the day, and is in offline status, or if they go to “appear away” to take inbound phone calls, this will affect their overall log-in time, and ...
Team filter for dashboards
Agent Dashboard built out with filters to view by team. Currently, we have to manually filter to each agent multiple times a day as the save feature doesn’t work
Real-time rejection rate information by agent
Real-time dashboard views to see when an agent rejects a chat
We have rejection rate as %, but not real-time, and specific number of rejects per agent. Can't watch the team and seeing them reject...