There’s a difference between agents “logged in” and actually “serving chats”. Sometimes, even though an agent is logged in for 3 hours, he can only spend 2.5 hours serving chats. This means that you might need to deploy more agents in order to maintain high customer satisfaction rates.
Overlaying wait Time and chats served
By overlaying wait time and chats served, you can see the days in which chats were lower, but the average wait time was high.
Drill down to agents logged in
By drilling down to Agent Reports and then selecting the Agents Logged In tab, you can see the agents logged in as well as the amount of time they were online.
Drill down to agents serving
Comparing the previous table to the Agents Serving table, you can see if any agents were online and not serving chats. However, in the case where all agents were online and actually serving, it might be useful to deploy more agents to deal with increased chat requests.
4 Comments
Does "serving chats" mean that the agent was in Available status? Or does it mean that they were engaged in actual chats during that time period?
Hey Zac
That means that the agent was actually serving a customer.
Thank you Abhi. When we see missed chats, we are actually interested in finding out how many agents were available to take chats at that time - to better understand why the chat was missed and what changes we need to make in staffing. I left a post in Product Feedback: https://chat.zendesk.com/hc/en-us/community/posts/115008346048-Analytics-Enhancements-Agent-Status-Agent-Missed-Chats
Appreciate your engagement on the community.
Hi Zac
My pleasure!
If you are on Chat Premium, you can use Agent Reports to overlay the number of agents online with the number of missed chats. Unfortunately, you cannot see by availability, but we're working on that.
Thanks for adding the feedback item!
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