There is agent reporting within the chat console, however you need to have a chat license to access this. As we want to share this information across other areas is it possible to get the below information in Explore?
Reporting we are looking for:
- Set to invisible by the system - when an agent has been set to invisible by the system due to missing the set number of chats we have configured we are wanting to know if there is a way to report on how many instances this happens by agent
- Agent status on chat - within the chat console under Analytics you can get a break down of the agents activity and export this, however you would have to keep going in and manually exporting to see the data. Is there a way of getting this information within Explore as the system would automatically update, this will be a good tool at understanding the agent behaviour
I understand that within Agent workspace you will have the same statuses - would only the chat console be updated with this information? If not, how would you get this information as it's a useful tool in managing agents.
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