We face the dilemma of trying to troubleshoot how long a customer waited for service and why a customer didn't get served when they started a chat.
Two things here, really:
1) We want to know the exact footprint of the chat: When it was started, when it was Offered and to whom, when it bounced to the next agent, when it bounced again, etc. We can't get this information afterwards.
2) In the Chat agent interface, we would prefer the times be displayed in seconds - chats are measured in seconds to respond, not minutes! We see the seconds recorded in the transcripts afterwards. Can you please display them in the Agent Interface during the chat? Also, the ability to alert the Agent if no comment was received back from the customer in xxx seconds would be greatly appreciated!
Thanks for all you do.
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