Luke Stokes

Hi Karen Hynes,

Thank you for sharing your plans for improved historical reporting.

As you consider how to implement this reporting, I would like to see chat availability reported both from a customer perspective (was chat available) and from an agent perspective (was the agent logged in and available).

Our goal is to always have chat available to our customers 24/7/365, including holidays. We have a dedicated chat team with overlap to account for breaks and time away. We also have some agents which are dual-focused. They may be tasked with helping with chat at times or may be tasked with other non-chat responsibilities. It is critical for us to ensure that chat is available. If we ever miss that mark, we need to understand where our gap occurred to ensure we make the corrections needed to ensure 100% chat availability.

Please take these historical reporting requests in to consideration as you plan your future release.

Thank you.