A report about the chats by agents would be wonderful. Some agents may be more active and response to more chats than others
A report about the chats by agents would be wonderful. Some agents may be more active and response to more chats than others. That would help the company to identify which support agents will get performance bonuses and so on.
The Stats can be weekly/monthly showing the number of chats the agent had in the period.
Aziza
shared this idea
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Ryan
commented
I think admins should be able to see if other admins or agents are not only logged in but accepting chats or not. I see you can tell if they are logged in with the green circle and logged out if red. BUT many times I have agents who are logged in and not accepting chats. This is confusing to me as I see green and think they are accepting. Maybe if Logged in BUT not accepting chat is is yellow circle. This would be very helpful to make sure my employees are in fact working when logged in. Thank you.
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Anonymous
commented
Be able to see which conversations led to an actual conversion within an adjustable window. This conversion tracking should allow me to see which agents were involved in the conversion.