We use chat handle time data from insights, specifically chatting duration. This has the advantage of not duplicating time allocation between chats where an advisor is handling more than one chat at a time, and as such, is a true handle time. So far only Chat duration (from the start to the end time of the chat) is available in Explore, which is biased for concurrency and useless for planning and management purposes; especially given that chat concurrency is also not available as a metric, to remove this bias. We use this data extensively to manage agent performance, with the move to Explore at the end of 2020, it is so far not replacing features that we depend on to manage our operation. We are therefore losing key metrics and features with the change.
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