We would really appreciate a way to trace any chats that were missed and offered to the next available agent. Many times, agents tell us they didn't hear the chat. We would like a way to trace these.
An alert to the agent that they missed a chat would be very helpful! And a way to route this to a given manager or admin is even better. Extra bonus points for a report with date/time stamp and the agent info at the time of the missed chat - was the agent in the middle of other chats? was the agent idle? was there a different set of circumstances?
This way we can have better visibility into why a chat may have been missed. Sometimes it's just that an agent forgot to go invisible. Other times, coaching is needed.
PS we realize there are metrics available to see Agent Reports but it shows Served and Acceptance but not Missed!
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