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Agree with this metric being available across both Talk and Chat channels. Reports to measure Availability Time, Away status timestamps, etc. for previous day, week, month, etc. is crucial. This m...
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Has a legitimate ETA been announced?
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Karen Hynes I won't rehash the core tenets to agent performance for everyone. What has been requested (as far back as '18) is part of off the shelf reporting features in most platforms in this mark...
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Any update to this is beneficial. This task has been lingering for an extremely long time. These metrics are essential to all contact centers.
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Any update to this? I'd love to have access to historical, intraday reporting (30 minute, 60 minute segments) of agent Available time, Away Time, Offline Time, etc.
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Completely agree. These are core fundamental metrics used in contact centers. I was surprised they were not built in to the off the shelf Explore package of available reports. I wonder what the tr...
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When Agent Workspace was first promoted, we took advantage of it but quickly discovered the ability for an agent to chat directly with another agent was no longer available. For example, an agent ...
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Is there a have a historical breakout of my seat/team member usage by month (e.g YTD)?
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Can anyone report any progress on this problem? Seems to be a pretty basic expectation.
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Need some clarification. This article indicates chat triggers will not fire if no agents are online. Yet, in selecting trigger conditions, there's the option of Account status - offline or Departme...