We roster our agents to perform Chat, Phone or Email in 30 minute intervals.
If they are rostered for Chat, we expect them to be Available most of the time, with Away set only if they have to take a comfort break, have extended wrap up time or are called to discussion by a supervisor.
View the agent status over a day.
We can identify the mix of status (Available, Away, Invisible) over their rostered times and if there are agents who are logged in to Chat but not Available for the majority shifts we can discuss the reasons why.
Perhaps they are rostered 7am to 9am, then 2pm to 3pm. They are mostly Available in the afternoon but mostly Away in the morning. We can assess why and improve the Availability in the morning if there are specific reasons.
This could be good in the Monitoring section, as a lower level to the current Agent status report which only captures how many hours\minutes an agent has been working as a total that day.
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