I am trying to understand our chat served metric vs assigned to agent more,
I see in analytics that the total chats served by an agent out of total assigned is tracked
My question: I assume this means that an agent was assigned a chat but then could not get to it on time (in our case 120 seconds) and then it rolled over to another agent. How can I tell what specific chat and who picked it up. trying to coach agents better and I fear some are just waiting for the chat to roll over.
ty for helping
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