Chat Rep Availability Reporting

AmandaStutzman

It would be very helpful to see how much time chat representatives are set to available. Currently, reps could set themselves to away without supervisors knowing and ultimately reducing the number of incoming chats.  In order to analyze reps effectiveness we need to know if they are remaining online throughout the day.  

13 Replies
andrew_thomas
Participant

This is a very important feature for us, too. Being able to report on this by team or other more granular options would also be helpful. 

Binisil
Member

I would love to be able to use this. Helps to track our team activity a lot and manage it better during remote work.

Status updated to: Idea Submitted
cdewey22
HubSpot Product Team

Hi - I would love to understand what types of reports you would be helpful to better manage the team. 

 

Thanks! 

ElizabethF
Member

We also need the ability to report on time set to available by agent. 

Tsell
Participant

This is a key performance indicator for many Service teams, I imagine that it could be a great feature for marketing and sales to win business on.

ChrisHughes
Participant

Hi - I would love to understand what types of reports you would be helpful to better manage the team. 

elangen
Participant

We need this.
Makes no sense to not have it considering chat with multiple operators

nathaliabueno
Member

+1 It would be very helpful and urgent

KieronSandhu
Member | Platinum Partner

This would be amazing +1 !

MaroineS
Member

This would be very useful to rate my service. 

jzelmanash
Member

Yes. This idea came up two years ago. If we are going to use Hubspot, we need this type of metric for customer support success.

rraven
Participant

This is critical for support managers/supervisors. It's also a metric that should be easily reportable on.

IRodriguez9
Member

We really need this! Having the availability to have a live chat, but no measurement on the time the agents spent online doesn't make sense. It is crucial