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.  

[AmandaStutzman]

Access out-of-the-box rep availability reporting in the Service Hub Analytics Suite:

• Maximum available reps by hour of day
• % Rep availability by availability status
• Rep availability inside and outside of working hours

Access new data points in the Custom Report Builder to create your own custom reports by selecting the data source "user" and then selecting "user availability properties":

• Availability Status = The high-level availability status for a user: available or away.
• Availability status drill-down = Additional information about a user’s availability status.
• Count of available users = The total number of users with an availability status set to available.
• Object ID = The name of the user.
• Time in availability status = The length of time a user spent in an availability status.
• Timestamp = The specific point in time when a user entered the respective availability status.

[AmandaStutzman]

@WeasellyWombat , this functionality is now live, so you don't have to sign up to the public beta anymore. 

Access out-of-the-box rep availability reporting in the Service Hub Analytics Suite:

• Maximum available reps by hour of day
• % Rep availability by availability status
• Rep availability inside and outside of working hours

Access new data points in the Custom Report Builder to create your own custom reports by selecting the data source "user" and then selecting "user availability properties":

• Availability Status = The high-level availability status for a user: available or away.
• Availability status drill-down = Additional information about a user’s availability status.
• Count of available users = The total number of users with an availability status set to available.
• Object ID = The name of the user.
• Time in availability status = The length of time a user spent in an availability status.
• Timestamp = The specific point in time when a user entered the respective availability status.

[AmandaStutzman]

Hi @AmandaStutzman & everybody who upvoted this idea, we currently have a public beta that for Rep Availability Reporting that would enable the following reporting:

• Maximum available reps by hour of day
• % Rep availability by availability status
• Rep availability inside and outside of working hours

Feel free to ungate your portal and let me know what you think - curious to hear your feedback!

Thanks,
Marc

[AmandaStutzman]

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

Thanks! 

[andrew_thomas]

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]

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

[cdewey22]

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

Thanks! 

[ElizabethF]

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

[Tsell]

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]

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

[elangen]

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

[nathaliabueno]

+1 It would be very helpful and urgent

[KieronSandhu]

This would be amazing +1 !

[MaroineS]

This would be very useful to rate my service. 

[jzelmanash]

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]

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

[IRodriguez9]

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]

This is a must !! +1

[JeanSchwabFin]

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

[SStatham]

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

[NielsvC]

@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]

+1

[RWhitaker]

+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]

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