Notify Agents and Manager if a Chat is Offered but not Served (Missed/Avoided chat)
AnsweredWe would really appreciate a way to trace any chats that were missed and offered to the next available agent. Many times, agents tell us they didn't hear the chat. We would like a way to trace these.
An alert to the agent that they missed a chat would be very helpful! And a way to route this to a given manager or admin is even better. Extra bonus points for a report with date/time stamp and the agent info at the time of the missed chat - was the agent in the middle of other chats? was the agent idle? was there a different set of circumstances?
This way we can have better visibility into why a chat may have been missed. Sometimes it's just that an agent forgot to go invisible. Other times, coaching is needed.
Thank you!
PS we realize there are metrics available to see Agent Reports but it shows Served and Acceptance but not Missed!
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Hi Heather,
Thank you for writing in. Assuming that reassignment is enabled, a chat could be reassigned to another available agent. It is considered as Missed only if no agent picks it up. Acceptance rate could provide an idea of this.
An agent could have missed a new incoming chat for multiple reasons -
- missed notification
- high number of ongoing chats
- unavailable - Away or Invisible, in which case a chat would not be assigned
- deliberate avoidance
To prevent missed notification, we could enable Sound and Desktop notifications for incoming chats assigned to agent. We are not planning to introduce notifications once the chat has been missed or assigned to a different agent.
In real - time, Managers can keep an eye on agent presence - Away, Online or Invisible using Agent List. Retrospectively, this information is available as part of Agent Reports.
In real time, managers can keep an eye on ongoing chats of each agent by looking at Team > View All or grouping Visitor List by Serving Agent. Concurrency reporting for an agent is available in Insights if you have a Support account.
We do not have plans to introduce logs to track assignment of chats with date timestamp as part of our roadmap this year. However, we will consider this feedback whenever we plan enhancements on reporting/monitoring.
- Prakruti
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I second this request.
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