I am wondering if someone had this experience before and if the situation has a better workaround.
On Explore Chat Metrics we noticed that "Served Chats" includes Inbound + Outbound chats. With outbound usually there is no issue since the chat get assigned exactly to the agent who takes it, therefore the counter of these is very accurate. With Inbound chats, however, noticed (by making some queries) that the chats get assigned to more than one agent. Ultimately is only one agent who will end up taking the chat but the assignation counter includes it for multiple.
At times where agents are busy, a customer will initiate a chat and this will be routed, but the assignation sometimes jumps from one agent to another (maybe because their quote for chats is full). The main issue is that this will produce a slight over-count of inbound chats, especially for busy days. Is there another metric or any way to make this counter more precise?
Thank you in advance,
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