More Robust Chat Analytics Better Custom Chat Reporting is Needed
PlanifiéeWe need the ability to pull agent activity reports for chat agents. This would help manage and improve our chat performance. Each month we must put this together manually, because there is no way to pull custom reports.
A CSV file with something like the following would be great.
Agent1 Chats_Served Chat_Acceptance Chats_Completed Chats_Accepted Rated_Chats Chat_Satisfaction Chat_Response_Time Chat_Duration
Agent2 Chats_Served Chat_Acceptance Chats_Completed Chats_Accepted Rated_Chats Chat_Satisfaction Chat_Response_Time Chat_Duration
Agent3 Chats_Served Chat_Acceptance Chats_Completed Chats_Accepted Rated_Chats Chat_Satisfaction Chat_Respon
e_Time Chat_Duration
-
Hi Jim,
Thanks for providing your feedback. We understand the need of custom reports, and we are actively working on integrating Chat data into Insights module in Support. This integration will allow you to generate custom reports from Chat data in Insights and use all other features that Insights provide.
We are planning to start a beta soon with this integration and we will make announcement in the community when we are ready.
Thanks,
Rajat
Vous devez vous connecter pour laisser un commentaire.
1 Commentaires