Request Summary: The ability to be able to report on messaging threads offered v accepted by an agent. Whilst this is shown on an individual ticket basis under events, it is not able to be reported on to measure agent efficiency
Use Case: Agents are missing chats and this is being offered elsewhere. Surely this is a basic efficiency measurement and given offered is tracked by agent level, I don't see why this cannot be reported on as offered v accepted - in the same manner calls are measured on declined and missed calls.
Impact of this is severe as it is a basic measure of agent efficiency which is not visible.
I believe I will not be the only person wanting to see a report on this metric
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