Chat - Tracking transfers

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3 コメント

  • Prakruti Hindia
    コメントアクション Permalink

    Hi Chris,

    Thank you for writing in. We understand this requirement and it makes sense. However, we do not have any plans to include this reporting in 2017.

    One possible workaround would be to do random sampling of agent chats in Chat History. The chat transcripts containing 'Agent X has transferred the chat to Department Y (or Agent Y)' are transferred chats. I understand that this solution would not be scalable for teams with higher number of agents. 

    Thanks,

    Prakruti

     

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  • Lance Le Roux
    コメントアクション Permalink

    Hi there Prakruti, we have a medium size group 160 agents with 6 departments and if I want to do a weekly report of agents ve # of transferred  chats .... this would drive me nuts.

    Is there a plan to add it in 2018?

    Thanks 

    Lance

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  • Maggie Anderson
    コメントアクション Permalink

    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 given.

    Please let us know what the plan is for agent metrics in chat. 

    0

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