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Nate Schimmoller
Joined May 04, 2022
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Last activity Jan 18, 2023
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Latest activity by Nate Schimmoller
Nate Schimmoller commented,
Similar to Aaron Hill's message this is a critically needed function. While the visitors tab is useful the default data it shows is not. The online duration for a visitor shows the time that the visitor has been on our site not how long they've been on a chat.
For example we have a chat that has the online duration of 2 hours but they only joined the chat 24 minutes ago. What would be beneficial is to have either / or both the chat and engagement duration instead.
This would allow supervisors and Workforce Management teams to monitor the queues in real time and find chats that are taking a long time to resolve. Ideally this would help troubleshoot in the Chat Monitor page which chats are currently running longest and find agents that may need help wrapping that interaction.
I've provided this feedback on Ticket #11144522 but also want to put it out more publicly as it may show the widespread support this type of change would has.
View comment · Edited Jan 18, 2023 · Nate Schimmoller
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