Chat Monitoring - Agent Status Reporting
ConcluídaHi there
Scenario
We roster our agents to perform Chat, Phone or Email in 30 minute intervals.
If they are rostered for Chat, we expect them to be Available most of the time, with Away set only if they have to take a comfort break, have extended wrap up time or are called to discussion by a supervisor.
Requirement
View the agent status over a day.
Rationale
We can identify the mix of status (Available, Away, Invisible) over their rostered times and if there are agents who are logged in to Chat but not Available for the majority shifts we can discuss the reasons why.
Perhaps they are rostered 7am to 9am, then 2pm to 3pm. They are mostly Available in the afternoon but mostly Away in the morning. We can assess why and improve the Availability in the morning if there are specific reasons.
Where
This could be good in the Monitoring section, as a lower level to the current Agent status report which only captures how many hours\minutes an agent has been working as a total that day.
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Hi Chris,
Thank you for writing in and providing detailed feedback. We understand the need for it and have it as part of our roadmap for second half of 2017.
We will have reporting on individual agent status as part of Analytics. It would not be available in real-time in Monitor.
The agent status reporting will provide time as well as duration for which an agent was Online, Away , Invisible. It will be similar to Agent Logged In and Serving time provided in Agent Reports.
Would this work for you?
- Prakruti
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Yes, that will do the job very nicely.
Thanks Prakruti. :)
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Hello!
We recently added agent status reporting in Analytics. Admins can now view
- number of agents online across time duration
- time spent by agents online as part of Activity Breakdown
- timestamp & duration of time spent by agents online, away and invisible as part of CSV report
More information can be found here.
- Prakruti
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This update is fantastic and the team are already taking advantage of it.
Por favor, entrar para comentar.
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