Add chat waiting time to 'Visitors' tab

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6 Comments

  • Prakruti Hindia
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    Hi Clare, thank you for writing in. Can you tell me more about your requirement and how do you plan to use this information?  

    Right now, Monitor(Premium plan) and Analytics(Advanced & Premium plan) can be used to indicate the average wait time for your chats. Also would be useful to know - chats are queued in order of request ( or highest wait time first). 

    Would be interested to hear back from you. 

    -Prakruti

     

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  • Clare P
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    Hi Prakruti,

    Currently in the Visitors tab we can only see a column showing how long an agent has been 'online'' for. 

    We are using the Monitor tab to see the max wait time, however it would be good to see at a glace which customers are waiting on chat, what department they are chatting, and how long since they requested a chat. The first two bits of information are shown on the visitors tab, but nothing showing how long they have been waiting to speak to an agent.

    With the Analytics section, this is good for reporting but we are after live wait times.

    Thanks,

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  • Prakruti Hindia
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    Hi Clare,

    Good to see that you are using Monitor and Analytics. Yes, currently, we do not support live wait time and we take this as a feedback to plan for more granular analytics.

    It would be great if you can share more on how would you use chat wait time. Would you wish to take some action for a chat(s) waiting for more than few minutes?

    -Prakruti

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  • Clare P
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    Hi Prakruti,

    At this stage we would really just use it for our team leaders and agents to see how long each customer has been waiting to chat. We might need to change our greeting for the customer depending on how long they have been waiting, or reassign agents to chat if lots of customers have been waiting a while.

    We have been using the Monitor tool however have found that that's not always accurate and might tell us that there are customers in queue when there's not for example. 

    Thanks.

     

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  • Prakruti Hindia
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    Hi Clare,

    Thank you for the explanation. You can use Triggers to have different greetings for customers based on wait time. Apart from that, we have been contemplating surfacing more information for individual chats. It would be difficult to commit on the timelines as of now, but we will definitely consider your feedback. 

    Thank you, again. 

    -Prakruti

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  • Brennan Valenzuela
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    +1 for individual visitor wait time in the visitor or monitor tab

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