HubSpot Ideas

AmandaStutzman

Chat Rep Availability Reporting

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.  

29 Kommentare
andrew_thomas
Teilnehmer/-in

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
Mitglied

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 aktualisiert zu: Idea Submitted
cdewey22
HubSpot-Produktteam

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

 

Thanks! 

ElizabethF
Mitglied

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

Tsell
Teilnehmer/-in

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
Teilnehmer/-in

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

elangen
Teilnehmer/-in

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

nathaliabueno
Mitglied

+1 It would be very helpful and urgent

KieronSandhu
Mitglied | Diamond Partner

This would be amazing +1 !

MaroineS
Mitglied

This would be very useful to rate my service. 

jzelmanash
Mitglied

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
Teilnehmer/-in

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

IRodriguez9
Mitglied

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

jcarvallo
Teilnehmer/-in

This is a must !! +1

JeanSchwabFin
Mitglied

@cdewey22 a report with daily information showing when each agent set themselves as Available and when they set as Away, filtered by inboxes.

SStatham
Mitglied

Hi are e any closer in getting this built please? thansk 

NielsvC
Mitglied

@cdewey22 Just a page of logs for everyone in selected inbox.
Everytime someones sets themselves to online -> on the list with name of agent + date + time.
Everytime someones sets themselves to away-> on the list with name of agent + date + time.

 

It is neccesary to track if everyone is actually in chat and customers are able to get redirected.

Right now I can't confirm if the chat was staffed in the morning, was it an error in the bot's workflow or is someone lazy.

bw-adb
Teilnehmer/-in

+1

RWhitaker
Mitglied

+1 this is definately needed. time status was changed, how long it was in that state etc, additionally would be nice to have different states such as Break/Lunch/Meeting other than just online/offline.

Alonso
Mitglied

Yes, I need this to keep improving our work please!