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.  

Actualizaciones de HubSpot
Estado actualizado a: Idea Submitted
June 01, 2020 01:56 PM

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

 

Thanks! 

29 Comentarios
WTeodosio
Miembro | Partner nivel Diamond

Up!

meliramirez98
Miembro | Partner nivel Elite

Exactly! my clients what to have visibility if their teams are being available in their working ours in order to correcrtly meassure them 

MarkGM
Participante

This would be a useful feature.

DMessmer1
Miembro

100X upvote!  This is definitely needed.. This is a very important part of tracking KPIs for a support team who is managing tickets.  This is even more critical in a remote environment.

LinaGuzman
Miembro

Hola.. quiero sabersi puedo generar un reporte de disponibilidad de los usuarios en chat, es decir que em diga que dias y a que horas estuvi activo

MKrüger9
Miembro

+1 - would be very usefull

MShipley
Miembro

We desperately need this ability. To see a report of who was "Available" at what times. How else do you confirm you are providing the coverage promised to your customers? How does a manager know that agents on their team worked their chat shift times? 

JPitcher
Miembro

+1 - very yes


Would be lovely to be able to report on any changes in availability over a period of time (e.g. a line graph representing available or not available for multiple staff, a KPI to indicate the average number of availability changes over a period of time, or even just a simple table representing a summary of all availability status changes for multiple staff over a period of time.

BFleming1
HubSpot Employee

+1