Today, we have reporting in Analytics that allows us to see the time that an agent was logged in, and the time that an agent was serving chats.
However, when I see an agent was logged in and not serving chats, I wonder why? Were they Away? I will know that a chat was missed by our department at a specific time, but I can't tell which agents it was assigned to (and re-assigned to), nor can I tell the status of my agents overall at that time. However, if my dashboard could show me that 1 of my 3 agents was Away, and the others were serving chats at that time, then I would understand better what is happening with my volume.
Similarly, on individual Agent Reports - it would be helpful to see how many chats were served to an agent at a particular time. Right now, I can see Acceptance rates per day, and Acceptance rates per hour. However, if the Acceptance Rate for the day is 75%, and if the hourly report shows only time period of 100% Acceptance and 0% Acceptance, I can know there were chats offered to the agent during one of the 0% periods, but can't tell which period it was. If I could overlay Chats Offered, I would better be able to pinpoint at what time a chat was offered but not accepted.
Please sign in to leave a comment.