Alex Mashinski

I've got to post here and see if we can crowdsource some information around our issue. My team has multiple support tickets open with the engineering team and we have not gotten any movement on this issue.

When people are on planned time off (medical leave, planned out of office) they get marked with 0% adherence for not working that day. Other times, agents are marked as 0% adherence for no discernible reason. This brings down the overall adherence percentage for their entire team and makes it so the adherence percentage (the main item we were looking for from this product) is entirely unreliable.

We assume this is not how your product is supposed to work. Adherence should flag for us instances when the agent is doing something they're not supposed to do, and if they're on a planned time off we do not expect them to work. Therefore their adherence should be 100%.

Its one of those issues where now the engagement we have had around the product is costing more. Would love to know if anyone has any solutions around this issue or has experienced this.

This is a great step in the right direction. Is there by chance any API ability to surface an endpoint around chat wait time. We are looking to utilize this to show an offering of the quickest route to contact in support. 

Are there any thoughts towards allowing multiple third-party bots? We use multiple Brands and want to leverage different bots instances across those.