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.
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.
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?
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.
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