Ability to see chat concurrency in Real Time dashboard
As a support manager, it would be really helpful for me to see how many chats an agent is actually serving in the realtime dashboard. I expect each agent to take at least 2 chats, but since this is not always the case it can seem like everyone is online but we have people waiting in queue because people are not at their full working capacity, something that would be really helpful to see within this dashboard.
M
Monica Rangel
Merged in a post:
Realtime Dash Ticket Volume
Bhargavi Bhatt
Want to understand ticket volume per agent at a given time. (ex: Sarah is working on 3 chat tickets right now)
David Patou
Merged in a post:
Add Chat concurrency as a metric on realtime and reporting
Y
Yellow mellow Orangutan
It would be nice to have an understanding on what the actual Chat concurrency is for the team so we can determine the best threshold to set for our chat channels.