Aleksandar O

Hello,

We are using agent workspace, and we were monitoring the active chats per agent on the chat dashboard. We are able to see the amount of active live chats per agent there. Until 31.7.2024, on the “view all” option, we were able to see the amount of chats and whatsapps currently an agent is handling.

from 1.8.2024, we cannot see the whatsapps there, only the active chats. We have limited the agents to a current amount of live chats to handle.

Since we are maintaining an average response time around 12-14 seconds,  this lack of monitoring of the incoming and current active chats/whatsapps is not really helping. In addition, since the whatsapps are no longer visible on the chat dashboard, i am not sure if they are included in the limit of chats each agent has.. which means that the agent will receive more than the limit that was set for him.

So, if anyone can throw an idea how to monitor:
1 - Average first response time
2 - waiting whatsapps/chats (due to the limits we put to the agents)
3- How many chats/whatsapps an agent is currently handling.
 

The current situation is only going to decrease our first time response, statistics, satisfaction ratings etc.