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Maggie Anderson

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Latest activity by Maggie Anderson
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    Maggie Anderson commented,

    I would also like to know more about chat transfers. Right now, the metric is only by assignee, so we cannot distinguish transfer rate per agent, the handle time per agent, or when the CSAT was giv...

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    Maggie Anderson commented,

    Hi there! Is there a way to see, or create a metric that shows an individual agent's AHT or Total Time Spent in chat? We are 24/7 and I believe we will have multiple agents on a single chat, so we ...